Technical Call Center Representative

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, enabling our customers to make the world healthier, cleaner and safer. With annual revenues of $10 billion, we have more than 30,000 employees and serve over 350,000 customers within pharmaceutical and biotech companies, hospitals and clinical diagnostic labs, universities, research institutions and government agencies, as well as environmental and industrial process control settings. Serving customers through two premier brands, Thermo Scientific and Fisher Scientific, we help solve analytical challenges from routine testing to complex research and discovery. Thermo Scientific offers customers a complete range of high-end analytical instruments as well as laboratory equipment, software, services, consumables and reagents to enable integrated laboratory workflow solutions. Fisher Scientific provides a complete portfolio of laboratory equipment, chemicals, supplies and services used in healthcare, scientific research, safety and education. Together, we offer the most convenient purchasing options to customers and continuously advance our technologies to accelerate the pace of scientific discovery, enhance value for customers and fuel growth for shareholders and employees alike. All of our employees share a common set of values - Integrity, Intensity, Innovation and Involvement. Our ability to grow year after year is driven by our ability to attract, develop and retain world-class people who will thrive in our environment and share in our desire to improve mankind by enabling our customers to make the world healthier, cleaner and safer. If you share in our values and if you're looking for an employer who is strongly committed to developing talent and rewarding achievement, come grow with us at Thermo Fisher Scientific. Thermo Fisher Scientific is an Equal Employment Opportunity and Affirmative Action employer. Job Description Technical Call Center Representative Position Summary (Primary Function):  Provides post sales support (via telephone, fax and e-mail) to address technical product issues.Job Duties: • Adhere to Thermo Fisher Scientific protocols, consistencies and procedures. • Ensures that Thermo Fisher’s customer satisfaction objectives are met or exceeded. • Provide high level of customer service to existing and new customer base. • Interface closely with sales, service, and management to ensure customer satisfaction is maximized. • Effectively communicates and exchanges information among team members. • Support Practical Process Improvement (PPI) methodology and participate in initiatives as required. • Responsible for meeting all required department and company training goals and expectations.  • Maintains communication with customer to ensure understanding of status, cost, and timing of all aspects of the service event. • Schedules assigned customers, performs corrective actions and reports repetitive or costly repair issues. • Conducts technical diagnosis of operational problems on various types of laboratory equipment and instrumentation. • Enters data into Service Management system. • General technical knowledge of multiple Thermo product sets. • Keeps up to date on new product introductions, technologies, market changes, competitors’ products and new customer applications. • Participates in depot repairs, training, etc. (may be on a Rotational basis). • Supports the Quality System and Quality Policy by following procedures/work instructions and creating records to meet the requirements of the Quality System Regulation and ISO registration. • Works closely with Product Technical Specialists in the development of technical publications. • Develops and maintains a working knowledge of Thermo products within customer environment. • Maintains records of all service events per organizational policy. • Promotes and sells various types of extended warranty/PM contracts on equipment, user training, and Service Replacement Orders.  • Advises sales representatives of potential selling opportunities within accounts.  Minimum Requirements/Qualifications: • GED or high school diploma required. • 1-2 years customer service experience preferred. • Must be able to organize and prioritize work, be proactive, take initiative, resolve problems, follow through, and simultaneously manage multiple priorities to ensure goals are met in a timely manner. • Excellent Computer skills required; efficiency in Word and Excel. • Excellent communication skills required; both oral and written. • Technical proficiency in instrumentation and electronics. • Strong problem solving skills. • Strong inter-personal, self-motivational, & negotiating skills. • Technical/professional license may be required depending on product responsibility (EPA) . Education: High School/GEDJob Level: Experienced