Lead - Service Support Coordinator - AMS

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

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.
- undefined
- 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.