Lead - Service Support Coordinator - AMS

Work Schedule

Environmental Conditions

Job Description

POSITION OVERVIEW:

The Specialist is part of a multi-cultural team and enjoys working in an international setting, whereby a wide range of administrative duties must be fulfilled.

The team provides internal support to Thermo Fisher stakeholders and the field engineering team and delivers professional service and excellence in a high-volume diverse front and back-office environment.

MAJOR AREAS OF RESPONSIBILITY:

• Support the Service Delivery Management processes.
• Managing work order administration, creating and follow-up work orders in the system (Maximo).
• Dispatching service internally and to our 3rd Party service providers.
• Scheduling 3rd party services and maintain requirements and service dates.
• Monitoring service requests and work orders.
• Maintaining database and ensuring quality of data and equipment record.
• Manage the process for escalated inquiries and complaints to resolution.
• Assess the need for change and implement to increase productivity.
• Creating repair work orders and maintain requirements, service dates as per contractual agreement.
• Taking part in ad hoc purchases / request for quotation process.
• answering email and phone from our customers / 3rd party service providers.
• Call / Escalate 3rd party vendors when unresponsive.
• Communicate cross-functionally as required with Finance, Logistics, Warehouse, Field Service, Technical Service, Regulatory, Legal, Sales, Marketing and Quality Systems.
• Support key AMS Customer Care strategies to drive customer loyalty.
• Oversee management of customer-related data within ERP systems related to corrective maintenance.
• Train team members in processes / systems.
• Provide expertise, guidance and support to colleagues.
• Assess the need for change and implement in order to increase productivity.
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• REQUIRED EDUCATION/EXPERIENCE:
  • 0-2+ years’ experience preferably in a data processing / customer care (or equivalent) environment.  
  • Fluency of the English and German Language both written and verbal. French language knowledge is an advantage but not mandatory. 
• ·       Vocational Training or Bachelor’s is preferred but not essential. 
  • Display stringent attention to detail and accuracy in the workplace.
  • Demonstrate judgment, tact, and diplomacy in dealing with internal and external customers.
  • Proven Microsoft Office user (Outlook, Excel).
  • Experience with SAP or other ERP preferred..
  • Take responsibility and act as an owner.
  • Customer Focused mindset and Excellent interpersonal skills are needed.
  • Ability to prioritize, address problems and to multi-task under deadlines.
  • Customer Focused attitude and excellent interpersonal skills are needed.