Support Services Coordinator – Operational Excellence
Hungary - Budapest Update time: October 14,2020
Job Description
Support Services Coordinator
When you’re part of Thermo Fisher Scientific, you’ll do challenging work, and be part of a team that values performance, quality and innovation. As part of a successful, growing global organization you will be encouraged to perform at your best. With revenues of more than $25 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.
How will you make an impact?
As a Support services co-ordinator you will be part of the Global Services & Support (GSS) business within the Life Sciences Solutions Group (LSG) of Thermo Fisher Scientific and will report to Sr. Manager, Global Operational Excellence Team. You will contribute to customer satisfaction by supporting customer-facing teams within GSS, through the execution of tasks related to GSS business processes.
What will you do?
The Support services co-ordinator will handle administrative tasks related to the Global Services & Support organization, including (but not limited to):
*EVGSS2020 *GTSDouble
When you’re part of Thermo Fisher Scientific, you’ll do challenging work, and be part of a team that values performance, quality and innovation. As part of a successful, growing global organization you will be encouraged to perform at your best. With revenues of more than $25 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.
How will you make an impact?
As a Support services co-ordinator you will be part of the Global Services & Support (GSS) business within the Life Sciences Solutions Group (LSG) of Thermo Fisher Scientific and will report to Sr. Manager, Global Operational Excellence Team. You will contribute to customer satisfaction by supporting customer-facing teams within GSS, through the execution of tasks related to GSS business processes.
What will you do?
The Support services co-ordinator will handle administrative tasks related to the Global Services & Support organization, including (but not limited to):
- Log technical product complaints in Salesforce CRM, Oracle E1 or SAP as requested by GSS Tech Support, Field Application Scientists (FAS) or Field Service Engineers (FSE)
- Manage data on technical product complaints in Salesforce, E1 or SAP as per quality control and GSS guidelines as well as SOPs.
- Co-ordinate with customer service teams in organizing product replacements for technical product complaints where applicable, and provide updates on replacement status to internal and external customers if asked
- Create credit orders and managing data on the same, when requested by GSS Tech Support, FAS or FSE
- Log FLIPs in SAP when requests are submitted by GSS Tech Support agents in Tech Support FLIP app
- Maintaining status and other relevant data related to FLIP leads in the Tech Support FLIP app
- Where necessary, arrange instrument returns within the division guidelines
- Ensure that any SLAs (service level agreements) that are applicable to internal or external customers, in the execution of tasks, are met
- Create and maintain service and support relevant master data
- Assist Tech support teams in sorting tech support cases in Salesforce CRM email queues as and when required
- Bachelor’s degree, in a life sciences discipline would be beneficial
- Prior experience with Business Management tools such as Salesforce CRM, Oracle Enterprise 1, SAP etc. would be of advantage
- Prior experience in a previous administrator role would be of advantage
- Competent user of Microsoft Office Suite (Word, Excel, PowerPoint)
- Must be fluent in written and spoken English, proficiency in other language(s) skills would be of advantage but not essential
- Must possess excellent administration and organizational attitude
- Excellent communication skills
- Efficient time management, ability to plan and able to prioritize own tasks & team’s tasks effectively to meet deadlines and expectations.
- Strong team work, cooperation skills and ability to seek information and create networking
- Must be able to work effectively both on an individual level and within a team environment
- Strong internal and external customer focus
- Pro-active, helpful, ‘can-do’ attitude
- Driven to continuously develop and improve own and team performance
- Be at-ease with IT tools, and be willing to learn use of various IT tools used in the business
*EVGSS2020 *GTSDouble
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