Service Support Representative

Job *****The Service Support is a small team that assists the global service team composed of engineers and specialists. Together, we are responsible for supporting the Single-Use Technologies hardware and the Bio-production Equipment and Automation hardware products throughout the equipment lifecycle. Thermo Fisher’s single-use industry leading bioprocessing systems are used to develop and commercially manufacture products crafted to make the world healthier, cleaner and safer. We support our customers in their efforts through R&D to manufacture of life saving products such as medications and vaccines.***** • The Service Support team is responsible for helping the service team with delivering an outstanding customer experience. In this role, you will be responsible for responding to customer inquiries and serve as the primary contact point for resolving aftermarket inquiries. We will also work closely with the Regional Service Managers that are responsible for the service team as well as the technical sales teams to align and mitigate risks to ensure exceptional results.Key responsibilities ***** • Assisting with internal and external customer communications, logging inquiries, and resolving critical issues • Escalate inquiries for technical support to appropriate teams for assistance • Taking ownership of spare parts and service quotes, monitoring, and following up on customer purchase orders and customer order status • Coordinating customer demand and direct incoming customer material for inhouse calibrations and/or repair requests-Achieving delivery of equipment within the specified delivery timelines • Facilitating execution of projects being executed at the customer site by facilitating RMA and warranty requests • Tracking service contract obligations and monitor compliance with key performance indicators • Responsible for validating, merging, and consolidating multiple data sets into a single repository for accurate asset management • Working with regional managers to project delivery schedules and adjust service schedule, services cases and work orders for resource planning and scheduling • Performs other specific assignments or projects as directed by supervisorRequired ***** • Bachelor’s Degree • Salesforce experience • ERP experience • Customer service experience

Created: 2025-10-17