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Senior Service Operations, Specialist

Senior Service Operations, Specialist

Thermo Fisher ScientificAlbany, New Zealand
30+ days ago
Job type
  • Full-time
Job description
  • Act as the primary interface between the customer and the Service team. Responsible for answering customer enquiries via telephone & Salesforce. Achieving the metrics on average speed of response and first call resolution.
  • Dispatch Service Orders to engineers, scheduling and confirming bookings.
  • Liaise between customer and engineer keeping both informed of any changes to job bookings.
  • Ensure service levels for customers are achieved, proactively calling out when there is a risk of non compliance.
  • Daily invoicing to ensure job closure and revenue raising.
  • Investigating and completing credits for disputed invoices.
  • Completes general administrative tasks to support the service team.
  • Meets and exceeds quality and performance metrics as outlined.
  • Adheres to schedule, including regular, reliable and punctual attendance at work.

    • Minimum Requirements / Qualifications :

    Qualifications & Experience

    • 2+ years of Customer Service or Call Centre experience preferred
    • Bachelor’s degree, science, engineering, technical field or business management preferred
    • Proficiency with Microsoft products, CRM (ideally SFDC) and ERPs
    • Ability to work within a team environment with minimal supervision
    • Demonstrate judgment, tact and subtlety in dealing with internal and external customers.
    • Need to have the ability to prioritize and solve problems and to multi-task under time pressure.
    • Take responsibility and act as an owner.
    • Customer Focused demeanor and Excellent rapport building are needed

      • Skills & Attributes

    • Customer Focused – Builds strong customer relationships and delivers customer centric solutions
    • Communicates effectively – Develops and delivers multi-mode communication that conveys a clear understanding to the desired audience
    • Situational adaptability – Adapting approach and demeanour in real time to match the shifting demands of different situations
    • Action Orientated – Taking on new opportunities and touch challenges with priority, high energy and enthusiasm
    • Resourcefulness – Securing and deploying resources effectively and efficiently
    • Balances partners – Anticipates and balancing the needs of multiple partners
    • Collaborates – Establishing relationships and rapport to meet shared objectives

      • Frequent Contacts : Internal

    • Field Service Engineers
    • Service Managers
    • Customer Service
    • Internal Sales

      • External

    • Customers

      • Other Job Requirements :

    • Adhere to OHS policies and procedures and ensure a safe and healthy workplace environment

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