Thermo Fisher Scientific

Compensation

Full Description

Work Schedule Standard (Mon-Fri) Environmental Conditions Office Requirements: • 5+ yrs of experience in Customer Service • High School Diploma or GED required • Handle installation service requests for the ULS division including: • Processes "pre-install” service tickets including shipping checklists, lab readiness checklists, including Order Transition Form, Installation pre visits as needed • Ensure Order Entry has accurate lab ready dates in SAP to signal factory to ship. Monitor and confirm delivery of line items via shipment tracking information • Inform logistics & quality departments of any damages incurred to equipment in transit or instrument initial quality deficiencies • Assist customers and the field in processing any return Material Authorizations • Ensuring installations are performed timely through coordination with Field Service Scheduling to plan for qualified field resource availability which meets customer expectations for time to installation. FSE installation planning / prioritization together with the responsible Service Manager • Identify contractual terms for effective revenue recognition, and advise order management on sales order release & completion • Oversee the service installation process from time of order acceptance through installation and training completion. • Directly collaborate with customer to coordinate lab readiness and deliver a pre- installation consultative service with remote or field service personnel • Schedule high complexity instrument installation. Establish confirmation communications with the customer as well as post installation courtesy calls. • Coordinate and track installation timeline with Sales, Order Entry, Field Service Engineer and Center of Excellence and Call Center. • Ensure training and application support activities are coordinated and scheduled prior to installation, based on the target installation date. • Facilitate resolution of issues to application support or factory if necessary. Drive customer solution. • Develop and update applicable work instructions ensuring they are in compliance with ISO requirements. • Complete all planned or unplanned quality & compliance training requirements within defined deadlines. • Ensure applicable documentation is received and recorded. • Ensures key data for installation work orders is complete and accurate in SAP. • Work with Finance to ensure month end revenue recognition is enhanced via reporting on open installation timelines. • Develop Key Process Indicators • Recommend process improvement using Practical Process Improvement (PPI) methodology for assigned work areas.