Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Position Summary:

Service Operations Specialist provides superior customer service to all internal and external customers as their first communication channel. This role would take all service inquires on the phone or e-mail, and manage all service tickets.

Position Requirements:

• Answer incoming calls through the company’s main representative phone line to assist customers requesting equipment repair services, and provide timely and clear communication.
• Create cases in Service Platform for field service and technical support, and monitor service tickets in real time to ensure proper follow-up.
• Monitor and manage all incoming emails to the shared representative mailbox, respond directly when appropriate, and forward inquiries to the relevant departments to ensure timely handling and resolution.
• Create and manage customer account and equipment master data in SAP to improve data accuracy, productivity, and overall operational efficiency.
• Create and process service contract orders in SAP.
• Support Service Sales with RPA tickets, double-check system entries for accuracy, and collaborate closely with Tech Support, Helpdesk, and other internal teams to ensure smooth and efficient processes.

Education:

• Bachelor’s degree

Experience:

• 1–2 years of customer service experience is preferred, but entry-level candidates are also encouraged to apply.

Knowledge, Skills and Abilities:

• Excellent telephone manner
• Good interpersonal skills
• Good written and verbal skills in English
• MS Excel, Word, PowerPoint skills
• SAP experience is preferred.
• Ability to quickly learn new skills/processes/program

Benefits

• We offer competitive remuneration, annual incentive plan bonus scheme, healthcare, company pension, 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.

EEO

• Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status.