Service Operations Analyst II

Contenido de trabajo

• Provides support to the field engineering team, such as open calls, order parts
• Provides professional service excellence to all internal and external customers, communicate with customers to ensure on time shipment. Identify revenue risks and escalate timely.
• Prepares accurate quotation for parts, labor service and service contracts base on the requests from customers and service sales / engineers. Fully understand the currency conversion rates, contract type and coverage, special customer discounts, part type category and subjective data from field service engineer as to reason for current part issue.
• Support field service team to enable clean quotes, sales orders, maintain and track calls, RMAs and service contracts etc. in QAD. Performs contract administration, including preparation, drafting, editing, revision and tracking of standard contracts, letter agreements, and related documentation in connection with domestic and international business areas.
• Accurately process high volumes of part orders and service requests, including but not limited to order entry, accurate price and revenue account reflection, regular follow up with field service team and service logistics to ensure the customer’s needs are met successfully and promptly.
• Ensures accurate cost and revenue account are associated with parts, labor and expenses on each call / RMA, which requires solid understanding of cogs accounts, service types and service areas both internal and external to Themofisher.
• Mater data maintenance, such as ISB status / end user / ship-to / bill-to info. update in QAD.
• Responsible for timely, accurately data entry and completed document filing.
• Coordinate with finance, compliance, legal and service logistics as well as other cross function teams to ensure on time order shipment / acceptance as well as revenue execution.
• Acts as customer liaison with Accounts Receivable to determine billing issues and find resolution.
• Maintains / escalate records regarding customer returns, deliveries, changes, pricing, and return credit problems.
• Maintains professionalism in working relationships with team, customers and others within the company. Role model for newer team members in how to communicate well in all situations.
• Ensure all areas of personal responsibility are handles promptly, accurately, and with outstanding customer service.
• Participates in improvement initiatives and team building activities within customer service and across functional areas of core integration.
• Ad-hoc tasks/duties assigned by Supervisor.
  

• Requires outstanding problem solving, follow-through, attention to detail and organizational skills.
• Fluent in English and preferred language proficiency
• Knowledge of incoterms
• Service Contract review competence (terms & conditions)
• Ability to multi-task in an extremely fast paced environment.
• Moderate IT Skills (Microsoft packages, ERP system experience)
• Excellent typing, 10-key speed and accuracy rate.
• Ability to maintain professionalism and courtesy under pressure.
• Critical soft skills include self-motivation, the ability to multi-task and remain composed
• Under pressure, professionalism, written and oral communication skills, and strong team and customer orientation.
• Consistently communicates with customers, peers, and other Thermo fisher employees in a helpful, friendly, and professional manner.
• Understands global and local processes and takes initiatives for process improvements where applicable.
• Requires Diploma/bachelor’s degree and 3 years of experience in high volume field service / sales operation.