Sr Service Support Representative, SCA

Sr Service Support Representative

As part of the Thermo Fisher Scientific team, you'll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world's toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Location/Division-Specific Information:

Carlsbad, CA. Relocation assistance is NOT provided.

*Must be legally authorized to work in the United States without sponsorship.

*Must be able to pass a comprehensive background check, which includes a drug screen.

Discover Impactful Work:

The Sr Service Support Representative is for internal back-office support for a Sales Team that sells Service and Maintenance on OEM Lab Instrumentation. This role impacts the Company's goals to sell Service & Maintenance by creating and handling requests to generate quotes, contracts, tenders, and service orders.

A Day in the Life:

• We act as point of contact for internal departments to resolve customer questions and requests. Main customers are internal (Sales Team).

• We collaborate with other internal teams to provide timely response to Public and Private Tender invitations with local Service Operations Offices.

• We're responsible for data quality in SAP Database: Maintenance of Customer Data, Install Base of Instruments and Warranty/Contract Alignment.

• Responsible for preparing service quotations, booking contracts against purchase orders and delivering invoices electronically, within the company rules and guidelines.

• Works together with Regional Managers and Team Leaders to resolve queries.

• Our daily communications consist mainly of writing emails. We make a minimal amount of outgoing phone calls, mainly to the Sales Team, which we support.

• Coordinate with team members to identify, document, and resolve efficient procedures.

• Daily communication with Team, Supervisor, Sales, and other sections as needed.

• Communicate verbally and in writing, at all levels, with the Division's customers.

Keys to Success:

Education and Experience

• Bachelor's degree is preferred (equivalent combinations of education and relevant work experience may be considered).

• Basic Knowledge of SAP database or equivalent CRM software.

• Strong communication! (Written and Verbal).

• Fluent in English; additional language would be an advantage.

• Good Understanding of a service business and customer experience.

• Computer literate - 'Microsoft Office' - Word/Excel/PowerPoint.

• Must possess excellent administrative and interpersonal skills, and the ability to prioritize many types of tasks in a fast-paced office environment.

• Pays attention to detail, produces accurate work, and consistently meets deadlines.

• Ability to handle multiple assignments, has good judgment, and prioritizes projects and time efficiently.

Benefits:

We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation!

Compensation and Benefits

The hourly pay range estimated for this position Sr Service Support Representative based in California is $19.64$24.50.

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs

• Employee assistance and family support programs, including commuter benefits and tuition reimbursement

• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy

• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan

• Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount