Service Support Specialist II

Senior Service Support Representative

Work Schedule: Standard (Mon-Fri) Environmental Conditions: Office Location: Grand Island, NY. Relocation assistance is NOT provided. Must be legally authorized to work in the United States without sponsorship. 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. Discover impactful work: All of our employees share a common set of values - Integrity, Intensity, Innovation and Involvement. Our ability to grow year after year is driven by our ability to attract, develop and retain world-class people who will thrive in our environment and share in our mission to enable our customers to make the world healthier, cleaner and safer. Join our dynamic Global Service and Support organization as a Senior Service Support Representative. In this role, you will be responsible for delivering outstanding customer experiences for our scientific instrument install base.

A Day in the Life

+ Provide customer support for Thermo Fisher Scientific instruments by answering customer inquiries. Inquires may be received via phone, email or web.
+ Provide customer support by using all available resources, and escalate issues or problems when warranted
+ Work collaboratively with internal teams, including sales, field, and product development, to provide support for instrument service, ensuring efficient resolution of service-related issues
+ Participate in frequent training on instruments and continuing education on new technologies to remain at the cutting edge of scientific knowledge
+ Accurately record pertinent information from the customer contacts in our Customer Management system.
+ Recommend changes to knowledge databases, website, and other company-managed databases of technical information
+ Proactively identify opportunities for process enhancements and implement improvements to enhance service quality and customer experience
+ Contribute to team meetings
+ Participate in additional special team or individual projects
+ May be required to perform other related duties as opportunities arise
+ Capture sales leads on incoming calls and emails.
+ Minimal travel may be required for this position

Keys to Success

Education: Minimum of a B.S. or B.A in Life Sciences, Business or a similar field is required
Experience: 2+ years prior experience in customer service or a customer-facing role is a plus
Strong written and verbal communication skills
Critical thinking & problem solving experience
Proficiency in computer applications, including spreadsheets, databases, word processing, and internet usage
Proven ability to quickly learn and understand new technical information
Ability to manage multiple priorities effectively
Excellent problem-solving and critical thinking capabilities
Customer-focused attitude and strong teammate

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 salary range estimated for this position based in New York is $54,000.00–$81,000.00. 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

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.