Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

POSITION OVERVIEW:

The Senior customer service representative 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 partners and the field engineering team and delivers professional service and excellence in a fast-paced and diverse back-office environment.

MAJOR AREAS OF RESPONSIBILITY:

• Supporting 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.
• Dealing with warranty issues.
• Maintaining database and ensuring quality of data.
• Acting as first point of contact to assist with technical queries, issues, and requests. Manage the process till resolution.
• Assessing the need for change and implement in order to increase efficiency.

• 0-2+ years' experience preferably in customer service or in data processing (or equivalent) environment.
• Fluency of the English and French Language knowledge in both written and verbal form.
• Vocational Training or Bachelor's is preferred but not essential.
• Display attention to detail and accuracy in the workplace.
• Demonstrate judgement, tact and diplomacy in dealing with internal and external customers.
• Proven Microsoft Office user (Outlook, Excel).
• Experience with SAP or other ERP preferred but not essential.
• Must have the ability to prioritize and solve problems and to multi-task under deadlines.
• Take responsibility and act as an owner.
• Customer oriented approach and Excellent interpersonal skills are needed.