Note: The job is a remote job and is open to candidates in USA. Thermo Fisher Scientific is a healthcare and scientific technology company seeking a Senior Customer Service Representative to support customers, service operations, and commercial teams across a complex product portfolio. The role coordinates field service activities, manages orders, contracts, quotations, installations, invoicing, and customer inquiries while serving as an operational partner to the Service Manager.
Responsibilities
- Coordinate preventive maintenance visits, audits, billable service, repairs, installations, and commissioning activities with customers and field service engineers
- Manage service schedules to ensure customer commitments are met while optimizing technician utilization
- Serve as the primary coordination point for WEB and Metals product lines
- Process customer purchase orders for parts, services, and service contracts using ERP systems
- Coordinate warehouse fulfillment activities including order release, shipment, and delivery
- Maintain accurate customer, contract, and transactional records across ERP and Salesforce platforms
- Prepare complex spare parts and service quotations by reviewing technical drawings, Bills of Materials, pricing, and commercial terms
- Collaborate with Purchasing and global manufacturing sites to source non-stock parts and obtain pricing
- Follow up on quotations to maximize order conversion
- Serve as the primary point of contact for customer inquiries regarding parts, service, installations, and order status
- Monitor incoming phone calls and direct technical support requests to the appropriate specialists
- Partner with field service engineers to resolve customer issues and operational challenges
- Coordinate installation activities, including customer readiness meetings, technician scheduling, and equipment delivery
- Track installation prerequisites and proactively resolve issues impacting project timelines
- Participate in project planning, backlog reviews, and sales operations meetings
- Act as backup to the Service Manager for customer requests, after-hours support, and operational decision-making
- Maintain after-hours support schedules and communicate coverage to answering services
- Track field technician activity and resource availability
- Support logistics coordination and ensure accurate shipping charges and invoicing
- Process customer invoicing including down payments, shipments, commissioning, repairs, service, and complete system invoices
Skills
- Experience coordinating field service activities, installations, preventive maintenance schedules, and customer projects
- Proven ability to independently manage complex customer accounts and multiple priorities simultaneously
- Demonstrated experience partnering with Sales, Service, Logistics, Purchasing, Finance, and Technical Support
- Advanced ERP, Salesforce CRM, and Microsoft Office proficiency
- Strong understanding of order-to-cash processes, contract administration, invoicing, and logistics coordination
- Demonstrated leadership by influencing cross-functional teams without direct authority
- Ability to make sound business decisions while managing customer escalations and sensitive situations
- Ability to serve as operational backup for Service Management when required
- Build strong working relationships across global teams to ensure timely communication, issue resolution, and consistent service delivery for North American customers
- Exceptional organizational skills
- Ability to prioritize competing operational demands while maintaining exceptional customer service
- Strong analytical skills with a focus on process improvement
- High level of ownership, accountability, and initiative
- Excellent planning and coordination skills in a dynamic service environment
- Ability to manage confidential and commercially sensitive information
- Strong attention to detail with a commitment to operational excellence
- Customer-first mindset combined with sound commercial judgment
- Ability to represent the North American customer perspective while partnering closely with global business partners to drive operational excellence
- Minimum 5 years of customer service, service coordination, operations, or order management experience in a technical or manufacturing environment preferred
- Experience interpreting technical documentation such as parts drawings, Bills of Materials (BOMs), and service documentation is preferred
Benefits
- 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
- 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
- Fully remote work arrangement
Company Overview
Company H1B Sponsorship