Customer Service Rep - Gauging

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Join our team at Thermo Fisher Scientific as a Senior Customer Service Representative, where you'll play a critical role in supporting our customers, service organization, and commercial teams across a complex product portfolio. This position requires an experienced customer service professional who thrives in a fast-paced environment and can independently manage multiple operational priorities while serving as a key liaison between customers, field service engineers, sales, logistics, purchasing, and technical support.
In addition to delivering exceptional customer service throughout the customer lifecycle, you'll lead the coordination of service activities, manage complex orders and quotations, oversee contract administration, support installation planning, and act as a trusted operational partner to the Service Manager. Success in this role requires strong organizational skills, sound judgment, attention to detail, and the ability to manage competing priorities while maintaining an exceptional customer experience.
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Additional Requirements
Add the following to the existing requirements:
•    Minimum 5 years of customer service, service coordination, operations, or order management experience in a technical or manufacturing environment preferred. 
•    Experience coordinating field service activities, installations, preventive maintenance schedules, and customer projects. 
•    Proven ability to independently manage complex customer accounts and multiple priorities simultaneously. 
•    Demonstrated experience partnering with Sales, Service, Logistics, Purchasing, Finance, and Technical Support. 
•    Advanced ERP, Salesforce CRM, and Microsoft Office proficiency. 
•    Strong understanding of order-to-cash processes, contract administration, invoicing, and logistics coordination. 
•    Demonstrated leadership by influencing cross-functional teams without direct authority. 
•    Ability to make sound business decisions while managing customer escalations and sensitive situations. 
•    Experience interpreting technical documentation such as parts drawings, Bills of Materials (BOMs), and service documentation is preferred. 
•    Ability to serve as operational backup for Service Management when required. 
•    Build strong working relationships across global teams to ensure timely communication, issue resolution, and consistent service delivery for North American customers.
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Expanded "A Day in the Life"
In addition to the current responsibilities, include:
Service Operations & Coordination
•    Coordinate preventive maintenance visits, audits, billable service, repairs, installations, and commissioning activities with customers and field service engineers. 
•    Manage service schedules to ensure customer commitments are met while optimizing technician utilization. 
•    Serve as the primary coordination point for WEB and Metals product lines. 
Order & Contract Management
•    Process customer purchase orders for parts, services, and service contracts using ERP systems. 
•    Coordinate warehouse fulfillment activities including order release, shipment, and delivery. 
•    Maintain accurate customer, contract, and transactional records across ERP and Salesforce platforms. 
Quotation Management
•    Prepare complex spare parts and service quotations by reviewing technical drawings, Bills of Materials, pricing, and commercial terms. 
•    Collaborate with Purchasing and global manufacturing sites to source non-stock parts and obtain pricing. 
•    Follow up on quotations to maximize order conversion. 
Customer & Technical Support
•    Serve as the primary point of contact for customer inquiries regarding parts, service, installations, and order status. 
•    Monitor incoming phone calls and direct technical support requests to the appropriate specialists. 
•    Partner with field service engineers to resolve customer issues and operational challenges. 
Project & Installation Support
•    Coordinate installation activities, including customer readiness meetings, technician scheduling, and equipment delivery. 
•    Track installation prerequisites and proactively resolve issues impacting project timelines. 
•    Participate in project planning, backlog reviews, and sales operations meetings. 
Operational Leadership
•    Act as backup to the Service Manager for customer requests, after-hours support, and operational decision-making. 
•    Maintain after-hours support schedules and communicate coverage to answering services. 
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