Work ScheduleStandard (Mon-Fri)Environmental ConditionsOfficeAs part of the Thermo Fisher Scientific team, you'll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world's toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.Position SummaryWe are seeking a Service Contracts Administrator to make a significant contribution to the delivery of exceptional instrument Service Plans for our customers. Your exceptional attention to detail and customer service skills will be vital in ensuring the flawless execution of our Service Plans.You will work closely with the Service Sales team, handling customer inquiries, generating quotations, activating agreements, and invoicing Service Plans in our ERP systems. Additionally, you will collaborate with our Field Service Engineers to optimize the scheduling of Service Plan deliverables, prioritizing customer convenience and engineer availability. This dynamic role requires a proactive approach, a focus on process improvement, and a dedication to encouraging collaboration and achieving success.Key ResponsibilitiesAct as a primary interface between the customer and the Service team for Service Plan enquiries, responding to customer inquiries via telephone and Salesforce.Collaborate with customers and the Sales Team to produce Service Plan renewals, incorporating any required additions or changes.Enter and activate Customer Service Plans in our systems.Invoice Service Plans in our ERP systems.Schedule Service Plan deliverables, such as Preventative Maintenance, to optimize customer convenience and engineer availability.Investigate and complete credits for disputed invoices.Complete general administrative tasks to support the service team.Meet and exceed quality and performance metrics as outlined.Adhere to schedule, including regular, reliable, and punctual attendance at work.Minimum Requirements/QualificationsTo be successful in this role, you should possess the following qualifications and experience:Customer service skills and experience.Tertiary qualifications in science, engineering, technical field, or business management.Proficiency with ERPs and Microsoft products.Experience with CRM systems, ideally SFDC.The ability to work autonomously as well as within an interactive environment.Demonstrate judgment, tact, and subtlety in dealing with internal and external customers.The ability to prioritize, solve problems, and multi-task.Excellent written and verbal skills to collaborate at all levels internally and with customers.Skills & AttributesIn addition to the qualifications and experience mentioned above, the following skills and attributes will contribute to your success in this role:A strong background in customer service or sales support with a focus on exceeding internal and external customer expectations.Very strong attention to detail and data accuracy.Situational adaptability – Adapting approach and demeanor in real-time to match the shifting demands of different situations.Proactive – Accepting new opportunities and confronting challenges with high energy and passion.Considers multiple perspectives – Anticipates and addresses the needs of various parties involved.Collaborates – Skills to collaborate with departments across the business.Other Job RequirementsIn addition to the qualifications and skills mentioned above, you will be expected to:Adhere to OHS policies and procedures and ensure a safe and healthy workplace environment.BenefitsWe offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation!Apply today! http://jobs.thermofisher.comThermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
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