Thermo Fisher
Lead - Service Support Coordinator - AMS
- Budapest, Hungary
- Full-time
- Posted
Skills
Job description
Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
POSITION OVERVIEW:
The Specialist is part of a multi-cultural team and enjoys working in an international setting, whereby a wide range of administrative duties must be fulfilled.
The team provides internal support to Thermo Fisher stakeholders and the field engineering team and delivers professional service and excellence in a high-volume diverse front and back-office environment.
MAJOR AREAS OF RESPONSIBILITY:
•Support the Service Delivery Management processes.
•Managing work order administration, creating and follow-up work orders in the system (Maximo).
•Dispatching service internally and to our 3rd Party service providers.
•Scheduling 3rd party services and maintain requirements and service dates.
•Monitoring service requests and work orders.
•Maintaining database and ensuring quality of data and equipment record.
•Manage the process for escalated inquiries and complaints to resolution.
•Assess the need for change and implement to increase productivity.
•Creating repair work orders and maintain requirements, service dates as per contractual agreement.
•Taking part in ad hoc purchases / request for quotation process.
•answering email and phone from our customers / 3rd party service providers.
•Call / Escalate 3rd party vendors when unresponsive.
•Communicate cross-functionally as required with Finance, Logistics, Warehouse, Field Service, Technical Service, Regulatory, Legal, Sales, Marketing and Quality Systems.
•Support key AMS Customer Care strategies to drive customer loyalty.
•Oversee management of customer-related data within ERP systems related to corrective maintenance.
•Train team members in processes / systems.
•Provide expertise, guidance and support to colleagues.
•Assess the need for change and implement in order to increase productivity.
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•REQUIRED EDUCATION/EXPERIENCE:
•0-2 years’ experience preferably in a data processing / customer care (or equivalent) environment.
•Fluency of the English and German Language both written and verbal. French language knowledge is an advantage but not mandatory.
•· Vocational Training or Bachelor’s is preferred but not essential.
•Display stringent attention to detail and accuracy in the workplace.
•Demonstrate judgment, tact, and diplomacy in dealing with internal and external customers.
•Proven Microsoft Office user (Outlook, Excel).
•Experience with SAP or other ERP preferred..
•Take responsibility and act as an owner.
•Customer Focused mindset and Excellent interpersonal skills are needed.
•Ability to prioritize, address problems and to multi-task under deadlines.
•Customer Focused attitude and excellent interpersonal skills are needed.