Sr. Executive, Customer Service

Work Schedule

Environmental Conditions

Job Description

About Company:

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $44 billion. Our mission is to enable our customers to make the world healthier, cleaner, and safer. Whether our customers are accelerating life sciences research, solving analytical challenges, increasing efficiency in their laboratories, improving patient health through diagnostics, or developing and manufacturing life-changing therapies, we are here to support them. Our distributed team delivers an outstanding combination of innovative technologies, purchasing convenience, and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon, and PPD. Our innovative laboratory technologies and services make it easier for customers.

Position Summary:

• Handle Chromatography and Mass Spectrometry Division (CMD) and Laboratory Solutions Instruments (LSI) spares activities.
• Prepare spares quotes based on requests from internal and external customers, including Field Service Engineers (FSEs).
• Handle trunk stock for the FSEs for the CMC/AMC/Extended Warranty orders and manage trunk stock consumption for all FSEs.
• Prepare Free of Charge (FOC) orders for warranty, extended warranty, and Time & Material (T&M) orders.
• Validate and process customer purchase orders within a specified response time
• Follow up on advances, manage credit blocks, process return orders in case of virtual invoices, and coordinate with Supply Chain Management (SCM) for smooth invoicing.
• Collaborate with the warehouse to close return orders.
• Follow up with customers for overdue payments related to pending orders.
• Ensure advance payments from customers for spare orders.
• Coordinate with the finance department to release credit blocks.
• Ensure all spare part prices are maintained in SAP and master data is updated regularly.
• Manage customer issues, work closely with the Field Service team and cross-functional teams to meet or exceed customer expectations.
• Work closely with the tech support, field service, and supply chain team to improve planning, spare parts availability in India, reduce downtime, and improve the revenue cycle for service.
• Maintain and publish key service metrics and drive improvements in coordination with Field Service teams.
• Drive continuous process improvement in processes and systems through Practical Process Improvement (PPI).

Education & Experience Levels:

• BE/BTech/Diploma/Any Graduate with additional knowledge of SAP/CRM/Software applications from a similar field or function.
• Minimum 3 to 4 years of service order management experience.
• Proficient in MS Office (especially Excel), SAP, and Outlook.
• Strong analytical and problem-solving skills.
• Effective interpersonal, oral, and written communication skills with a proven capability to make a significant contribution to the business.
• Team player with a solution-oriented approach and attitude.