Skills

Communication Problem Solving Monitoring Quality Management Sales Social Media Training Databases

Job Specifications

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Structural information

Rolle/Track

Professional, Band 06

Location: Remote

Job type description:

Technical Support III

IES LE – EMEA

Pay group

Professional 6

Activity:

(Activity in brief/main objectives of the activity):

Level 1 Technical support and consulting in the EMEA region for customers and technicians to solve individual complex technical problems. Independent and comprehensive fault diagnosis both remotely and, if required, on site at the customer's premises. Independent development of creative solutions and initiation of suitable measures to resolve problems, including escalation management. Participation in the on-call service (247 hotline).

Task and activity profile

Main tasks

Description

Technical / Remote Support
Responsible for the smooth handling and acceptance of demanding, complicated technical requests for customers and service via phone, email, chat, database, social media in local and English language.
Independent identification of concerns and development and definition of suitable solutions.
Independent problem solving (service manuals, spare parts databases, virtual assistants, etc.) and responsible for compliance with legal requirements (standards, specifications)
Customer communication with the aim of gaining satisfied customers
Support technicians in the field with technical questions with a focus on fast and efficient service for our customers on site
Responsible for the execution of all technical support activities within the framework of internal rules and customer regulations
Documentation
Professional documentation of the problem and solution description in the service case (C4S ticket)
Sales support
Independent creation of service offers for repairs, relocations, spare parts, software updates, compliance products (billable services) and adherence to the discount matrix.
Responsible for following up and qualifying sales opportunities in collaboration with partner departments (SFDC)
Advise customers on whether a repair makes economic sense or whether a new purchase is advisable
Proactive identification of upselling opportunities and reporting of leads (sales and service products)
Communication with customers and partner departments
Customer orientation
Ensuring customer satisfaction and availability during service hours
Processing customer inquiries within the agreed response times
Collaboration in the evaluation of customer feedback
Quality management
Active implementation of all quality and safety-relevant processes described in the QM database (master control)
Further training and development
Continuous training (technical, product-specific, general) and monitoring of industry trends in order to introduce improvements
Interest in new technologies
Lifelong learning, independent further training and interest in adapting to new technologies
Special tasks
Participation in the telephone on-call service (24/7 hotline)
Collaboration in cross-departmental international and national projects
Collaboration in complaints management, support in customer complaints procedures with corresponding communication to internal partner departments and customers
Assumption of specialist function and participation in customer escalation assignments (on-site support)

About the Company

About Thermo Fisher Scientific Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our gl... Know more