Internal Communications Manager
BECU
Unity
Senior Customer Service Administrator
Thermo Fisher Scientific
full-time
Posted on:
Origin: • 🇺🇸 United States • Wisconsin
Visit company websiteJob Level
Senior
Tech Stack
Unity
About the role
- Process "pre-install” service tickets including shipping checklists, lab readiness checklists, and Order Transition Forms
- Ensure Order Entry has accurate lab ready dates in SAP to signal factory to ship
- Monitor and confirm delivery of line items via shipment tracking; inform logistics & quality departments of damages or instrument quality deficiencies
- Assist customers and field in processing Return Material Authorizations
- Ensure installations are performed timely through coordination with Field Service Scheduling and planning for qualified field resource availability
- Oversee the service installation process from order acceptance through installation and training completion
- Directly collaborate with customers to coordinate lab readiness and deliver pre-install consultative services with remote or field service personnel
- Schedule high complexity instrument installations; establish confirmation communications and post-installation courtesy calls
- Coordinate and track installation timeline with Sales, Order Entry, Field Service Engineers, Center of Excellence, and Call Center
- Ensure training and application support activities are coordinated and scheduled prior to installation; facilitate resolution of issues to application support or factory
- Work with Finance to ensure month-end revenue recognition via reporting on open installation timelines
- Develop and update applicable work instructions ensuring ISO compliance; develop KPIs and recommend PPI-based process improvements
Requirements
- 5+ yrs of experience in Customer Service
- High School Diploma or GED required
- Experience with SAP and ensuring accurate order entry and installation work order data
- Experience handling installation service requests, shipping checklists, lab readiness checklists, Order Transition Form
- Experience monitoring shipment tracking and coordinating with logistics & quality departments
- Experience processing Return Material Authorizations (RMAs)
- Experience coordinating scheduling with Field Service Scheduling and Field Service Engineers
- Ability to identify contractual terms for revenue recognition and advise order management on sales order release & completion
- Ability to develop and update work instructions compliant with ISO requirements
- Ability to complete quality & compliance training within defined deadlines
- Ability to develop Key Process Indicators and recommend process improvements using Practical Process Improvement (PPI) methodology
- U.S. new hires required to disclose COVID-19 vaccination status; may be required to be vaccinated based on customer or client sites
