Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

Position overview:

Join our dynamic, multi-cultural team as a Senior Service Support Coordinator in an international setting. Fulfill a wide range of administrative duties while providing exceptional support to Thermo Fisher partners and the field engineering team. Experience professional service and excellence in a diverse and fast-paced front and back-office environment.

Major areas of responsibility:

• Supporting Service Delivery Management processes until resolution.
• Answering email and phone from our customers / 3rd party service providers.
• Handling service requests.
• Handling work order administration by creating and following-up work orders in the system (IBM Maximo).
• Coordinating management of customer-related data within ERP systems related to corrective maintenance.
• Creating repair work orders and maintain requirements, service dates as per contractual agreement.
• Dispatching service internally and to our 3rd Party service providers.
• Taking part in ad hoc purchases / request for quotation process.
• Scheduling 3rd party services within the service due dates.
• Contacting / calling 3rd party vendors when unresponsive.
• Communicating cross-functionally as required with Finance, Logistics, Warehouse, Field Service, Technical Service, Regulatory, Legal, Sales, Marketing and Quality Systems.
• Supporting key AMS Customer Care strategies to drive customer loyalty.
• Maintaining database and ensuring quality of data.
• Analyzing and identifying areas for improvement to drive productivity enhancements through strategic implementation.

• 0-2+ years experience preferably in a customer care, order management or equivalent environment.
• Proficiency of the English and German Language both written and verbal. French language knowledge is an advantage.
• Vocational Training or Bachelor's is preferred but not essential.
• Attention to detail and accuracy in the workplace.
• Demonstrate judgment, tact, and diplomacy in dealing with internal and external customers.
• Confirmed Microsoft Office user (Outlook, Excel).
• Experience with SAP or other ERP preferred.
• Ability to prioritize tasks, address challenges, and efficiently manage multiple responsibilities.
• Good organizational and problem-solving skills to deliver and/or delegate effectively.
• Self-motivation, passion, and positive attitude to perform individually and as a teammate.
• Customer oriented approach and Excellent interpersonal skills are needed.