Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $25 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 complex analytical challenges, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them. Our global team of more than 75,000 colleagues delivers an unrivaled 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 and Patheon. For more information, please visit www.thermofisher.com.
We are currently recruiting for a
Concierge Specialist (m/f/d)
Location: Remote EMEA
Position objectives:
The Instrument Concierge is an added support for certain instrument customers. The Concierge Specialist manages the customer experience from purchase order placement through install and training. The Specialist connects directly with customers to keep them informed and help bring the customer’s voice to our organization. They work in collaboration with all necessary internal functions to achieve objectives and improve the customer experience.
Essential functions:
• Build a relationship with customers and become their primary point of contact while they are in the Concierge process
• Build relationships with internal colleagues to partner on process
• Understand customer expectations & needs to help deliver the required experience
• Assist customers with their lab preparation and training needs
• Leverage playbook to own, track and drive the internal processes to meet commitments
• Work in collaboration with operations, sales, service, support and customer service to ensure smooth installations and trainings
• Track progress of customers in database
• Uncover and resolve bottlenecks in processes impacting customer experience & efficiency
• Use problem solving & organizational skills to resolve escalated issues via a methodical approach – determining root cause, etc
• Analyze various data sets to identify & drive areas of improvement
• Assist product launch by coordinating Early sites readiness
• Summarize and report out about Concierge activities, projects & customer feedback/voice of customer, etc., to the rest of the organization
• May be required to perform other related duties as required and/or assigned
Skills and Experience:
• Min. 2 years’ experience in Customer Service/Technical Support role or similar
• Scientific/Technical background preferred
• Customer focused & passionate about improving customer experience
• Excellent relationship building & maintaining skills across all levels of the organization
• Excellent problem-solving skills
• Ability to manage multiple priorities, and ability to manage projects to meet planned objectives, timescales, etc
• Is curious, inquisitive, innovative, never satisfied with the status quo
• Proven ability to work independently and in a team
• Computer literacy, document and presentation preparation
• Excellent communication skills in English; additional languages would be an advantage (Italian, French, Spanish, German)
We offer:
- Employment with an innovative, future-oriented organisation
- Outstanding career and development prospects
- Company pension scheme and other fringe benefits
- Exciting company culture which stands for integrity, intensity, involvement and innovation
At Thermo Fisher Scientific, each one of our 75,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission.
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, disability or any other legally protected Status.
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