When you’re part of Thermo Fisher Scientific, you’ll do challenging work, and be part of a team that values performance, quality and innovation.
As part of a successful, growing global organization you will be encouraged to perform at your best. With revenues of $22 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.
We are currently looking for a Customer Care Agent (m / f)
Your tasks :
Take any phone calls, fax, emails requesting field service support or field service intervention
Logging of all incoming service calls in the used ERP systems (SAP and SMaRT)
Coordination and administration of all field service activities (quote to cash process) in close cooperation with responsible Service Managers and Field Service Engineers
Quoting and administration (creation and renewal) of service contracts
Handling of spare part orders for foreign field service engineers from the EDC (European Distribution Center).
Supporting foreign and local field service engineers with the logistics handling of the RMA process including packing, scheduling of deliveries and paperwork.
Supporting field service engineers in case parts are not on stock, providing them with a delivery date after investigation with the EDC planning team.
Working very closely with the sales operations team and field service colleagues to ensure that installations are schedule within the expected timeframe and the data in the ERP systems is maintained accurately.
Managing customer complaints about service related issues or invoicing.
Participate at local meetings of key stakeholders of the Reinach operation for resolving customer complaints. Working very closely with Management and other stakeholders to monitor CAS (Customer Allegiance Score) for Switzerland.
Working strongly as a team player and supporting other colleagues in team.
Your profile :
Commercial Degree or equal
Knowledge of German, English, French both verbal and written
Good verbal and written communication skills, ability to work across all levels and functions.
Good customer facing experience in Swiss market and comfort zone with customer complaint management
Good technical understanding and product knowledge of scientific instruments, preferred with the TMO Products of the Business Unit.
Good understanding and experience of field service activities and attached logistical processes.
Demonstrates strong organizational skills with the ability to handle multiple tasks with different priorities.
Knowledge of SAP (Modules SD, MM, SM), MS Office (Word, PowerPoint, Excel).
We offer :
Employment with an innovative, future-oriented organization
Outstanding career and development prospects
Company pension scheme and other fringe benefits
Exciting company culture which stands for integrity, intensity, involvement and innovation