Thermo Fisher Scientific Looking for Senior Service Support Specialist at Mumbai Full Time

Job Description

Responsibility

 – Prepares accurate quotation for parts, labor service and service contracts base on the requests from customers and service sales / engineers.

– Performs contract administration, including preparation, drafting, editing, revision and tracking of standard contracts, letter agreements, and related documentation in connection with domestic and international business areas.

– Master data maintenance, such as ISB status / end user / ship-to / bill-to info. update in QAD.

– Accurately process high volumes of part orders and service requests, including but

  not limited to part location and price determination, accurate cost and revenue

  account reflection, regular follow up with engineers and Thermo Fisher inventory management to ensure the customer”s needs are met successfully and promptly.

– Prepares accurate pricing of part orders and returns based on factors such as foreign

  currency conversion rates, contract type and coverage, special customer discounts,

  part type category and subjective data from field service engineer as to reason for

  current part issue.

-Provides support to the field engineering team, such as open calls, order parts

– Ensures accurate cost and revenue account are associated with parts, labor and

  expenses on each call, which requires solid understanding of cogs accounts, service

  types and service areas both internal and external to Thermo Fisher.

– Acts as customer liaison with Accounts Receivable to determine billing issues and

  find resolution.

– Maintains records regarding customer returns, deliveries, changes, pricing, and

  return credit problems.

-Participates in improvement initiatives and team building activities within customer

  service and across functional areas of core integration.

– Responsible for timely, accurately data entry and completed document filing

– Maintains professionalism in working relationships with team, customers and others

  within the company

– Ensure all areas of personal responsibility are handles promptly, accurately, and with

  outstanding customer service.

-Ad-hoc tasks/duties assigned by Superior

The Requirements

-Requires outstanding problem solving, follow-through, attention to detail and

  organizational skills.

– Fluent in English

– Knowledge of incoterms and Letter of Credit

– Service Contract review competence (terms & conditions)

– Ability to work independently, multi-task in an extremely fast paced environment.

– Moderate IT Skills (Microsoft packages, ERP system experience)

– Ability to maintain professionalism and courtesy under pressure.

– Critical soft skills include self-motivation, the ability to multi-task and remain composed

  under pressure, professionalism, written and oral communication skills, and strong

  team and customer orientation.

– Consistently communicates with customers, peers, and other Thermo fisher employees in a friendly, and professional manner.

– Understands global and local processes and takes initiatives for process improvements where applicable

– Requires Bachelor Degree and 7-8 years of experience in high volume field service call center.