Service Support Specialist II

Senior 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.

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.

Knowledge, Skills, Abilities:

• Proven ability to quickly learn and understand new technical information.
• Strong verbal and written communication skills with customers and colleagues.
• 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.

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