Depot Operations Coordinator

Installation/Maintenance/Repair Employment Type: Full Time Contact Information Reference Code: TV20080209-61424_2 About Us 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 Depot Operations Coordinator Depot Operations Coordinator Essential Duties and Responsibilities: The Depot Repair Coordinator is primarily responsible for the processing of internal and external customer repair notifications.  As a front-line representative of the company, this position directly influences customer allegiance.  Professionalism and courtesy are required at all times.  Also required is extensive interaction with other departments within the company to ensure that our commitments to our customers are met.  Itemized duties include the following:Review and understand all departmental Functional Procedures and work instructions. Take all inbound customer calls for depot repairs. Open and  Close depot service notifications Understand and comply with the requirements of the Export Management System.  Understand non-compliance implications. Process on-line telephone depot repair notifications from internal and external customers. Customer problem resolution.  Interface with other departments to ensure internal and external customer requirements are met. Respond to customer telephone calls, e-mail orders, fax and mail communications. Assist in maintaining notification administration customer files. Assist in maintaining customer master ship-to and bill-to addresses. Maintain assigned set of work instructions as needed. Expedite customer orders as needed. Inform customers of price on depot repairs. Ensure accuracy of invoices based on errors in notifications and invoice creation. Authorized to generate request for credit memo per manager or finance recommendations. Follow up with customers on outstanding repairs or PO changes. Provide proactive customer feedback on status of repairs. Coordinate USCO repairs conducted at Thermo Fisher factories. Issue purchase orders to suppliers for third party repairs. Generate all invoices for completed depot repairs. Receive in daily returns. Generate depot repair quotations. Review and follow up on order backlog. Provide customers with return shipment information.Decision Making AuthorityAuthority to use other departments and managers for assistance to meet the needs of internal and external customers.  Authority to assist customers, internal and external, within departmental and corporate policies and procedures.  Review and code notifications correctly to ensure accurate management reports and customer invoices.  Authority to hold/reject customers purchase orders if not received within the Minimum Purchase Order Criteria, Export Management System, pricing and sales tax requirements.Approve or deny requests for warranty coverage on parts which are technically out of the warranty period.  Routinely notify Sales or Service Manager of all decisions.Ensure purchase order terms and conditions meet Thermo contracts guidelines.  Minimum Education and Experience RequirementsAssociates degree in business related field and a minimum of two years experience in customer service environment.  Additional related experience may be considered in lieu of educational requirement.       Education: AssociateJob Level: Experienced