Customer Service Representative

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

Job Description

Business Job Title: Sr Customer Service Representative

Direct Report To: Manager, Customer Service Administration, UK/IE& Nordics

Group/ Division: Analytical Instruments Group/Instrument and Enterprise Services

Career Band: 3

Career Track: Associate

Position Location: UK - Hemel Hempstead

As a world-leading pharma and diagnostics company, Thermo Fisher Scientific is dedicated to enabling our customers to make the world healthier, cleaner, and safer. In this role, you will be responsible for ensuring our Field Service Engineers are in the right place at the right time to efficiently support our customers. You will establish strong working relationships with our customers, technical department, sales team, and business support functions to ensure flawless scheduling and exceptional customer service.

Responsibilities:

• Facilitate communication between customers, field service engineers, and internal teams

• Efficiently prioritize and schedule service calls

• Re-schedule or re-assign service calls as needed

• Follow-up on service calls and seek appropriate assistance when necessary

• Handle phone calls and emails regarding ongoing cases

• Request quotes from third-party service providers

• Act as a subject matter expert for our CCC colleagues in Budapest

• Create and submit tender request responses

• Create generic stock parts orders

• Prepare general access documents

• Offer relocation services

• Manage loan instrument and return parts logistics within the country/region

Qualifications:

• Previous customer service or scheduling experience

• Ability to handle multiple tasks in a fast-paced environment

• Exceptional organizational and decision-making skills

• Excellent communication and prioritization abilities

• Proficiency in common IT tools, including SAP (experience is a plus)

• Knowledge of our existing CMD customer base and equipment

At Thermo Fisher Scientific, we offer a career in an international company with a global impact. You will have the opportunity to contribute to improving the human condition and work collaboratively with colleagues across different business areas. Join our team today and help us make the world healthier, cleaner, and safer.