Service Support Specialist II
About The Position
Join our team as a Service Support Specialist II at Thermo Fisher Scientific, based at our Fremont, California site within the Clinical Diagnostics Division's Niche Diagnostics business. Niche Diagnostics provides specialized in vitro diagnostic (IVD) products that support customers including hospitals, laboratories, reference labs, and diagnostic companies. In this role, you'll contribute to delivering administrative and technical support to our service operations. You'll coordinate between field service engineers, customers, and internal teams, ensuring efficient service delivery and customer satisfaction. You'll manage customer relationships, handle service requests within defined SLAs, and maintain accurate customer data in our CRM systems. This role offers opportunities to contribute to process improvements, analyze service performance metrics, and support our mission of enabling customers to make the world healthier, cleaner, and safer.
Requirements
- Bachelor's Degree preferred or equivalent experience
- 2 years of experience in customer service, preferably in a technical or service-oriented environment
- Preferred Fields of Study: Business Administration, Chemistry, Engineering, or related field
- Technical or professional certifications relevant to service support are valued
- Strong proficiency in CRM and ERP systems
- Advanced skills in Microsoft Office suite (Excel, PowerPoint, Word) and Power BI
- Excellence in customer relationship management and professional communication
- Strong organizational skills with ability to manage multiple priorities
- Experience in processing service orders and contract administration
- Demonstrated ability in data analysis and report generation
- Experience in process improvement and documentation
- Strong problem-solving skills and attention to detail
- Ability to work independently and collaboratively in a structured environment
- Knowledge of service operations and technical support processes
- Experience in maintaining service KPIs and performance metrics
- Ability to adapt to changing priorities and handle time-sensitive requests
- Understanding of quality management systems and compliance requirements
Responsibilities
- Coordinates shipment of instruments and serves as the main point of contact for all installations, de-installations, moves, and trainings to ensure expectations and required timelines are being met.
- Provides support, information, prioritization, and coordination of assignments for field service organization
- Proactively follows-up with customer after completion of service visit to ensure a high level of satisfaction with quality of work received
- Coordinates shipment of demo instruments and empty crates to end users.
- Serve as the primary service liaison between Fremont and instrument/parts manufacturers
- Manages parts warranties and RMAs to the manufacturers
- Monitors spare parts inventory and ensure adequate supplies are available
- Manage customer service contracts
- Maintain software and databases for technical support, field service, and all reporting functions
- Manages Spare Parts lifecycle activities, in coordination with technical and marketing stakeholders, including associated processes (ECO)
- Assist cycle-count process
- Manages calibrated tools for Field Service team
Benefits
- A choice of national medical and dental plans, and a national vision plan, including health incentive programs
- Employee assistance and family support programs, including commuter benefits and tuition reimbursement
- At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
- Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
- Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
