When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals.

Location/Division Specific Information
This position is located in Asheville, NC.

How will you make an impact?
The Service Support Triage Representative will provide service to include creating SFDC cases for Technical Support to trouble shoot equipment is functioning in the field

What will you do?

• Adhere to Thermo Fisher Scientific protocols, consistencies and procedures.
• Ensure that Thermo Fisher’s customer satisfaction objectives are met or exceeded.
• Provide world-class level of customer service to existing and new customer base.
• Interface closely with sales, service, and management to ensure customer satisfaction is maximized
• Answers incoming calls to assist customers requesting equipment service repair
• Create SFDC (Sales force) cases for Technical support contain critical information to assist with the trouble shooting process
• Validate existing SFDC (Sales force) cases for compliance and accuracy. Work with channel partner or direct customers correct order discrepancies.
• Enter service orders for parts into Thermo Fisher system (BaaN for phone customers).
• Provide written quote for parts upon request
• Verify customer account information to assure proper billing and worksite; if incorrect, obtain required changes and communicates to Service Database Representative for installation move/correction.

How will you get here?
Education:

• High School diploma or GED required
• Associates Degree preferred

Knowledge, Skills and Abilities:

• Customer service experience preferred but not required
• Excellent computer skills required
• Ability to work as a team mate” in a team environment to ensure all customer requirements are met.
• Demonstrated the ability to multi task efficiently with few errors.
• Must be able to organize and prioritize work, be proactive, take initiative, be a problem solver, follow through and simultaneously manage multiple priorities to ensure goals are met in a timely manner.
• Excellent oral and written communication, organizational skills.

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—enabling our customers to make the world healthier, cleaner and safer.

Apply today! http://jobs.thermofisher.com

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