Customer Service Rep - Gauging

Thermo Fisher Scientific is a healthcare and scientific technology company seeking a Senior Customer Service Representative to support customers, service operations, and commercial teams across a complex product portfolio. The role coordinates field service activities, manages orders, contracts, quotations, installations, invoicing, and customer inquiries while serving as an operational partner to the Service Manager.

Responsibilities:

• 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
• 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
• 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
• 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
• 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
• 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
• Track field technician activity and resource availability
• Support logistics coordination and ensure accurate shipping charges and invoicing
• Process customer invoicing including down payments, shipments, commissioning, repairs, service, and complete system invoices

Requirements:

• 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
• 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
• Exceptional organizational skills
• Ability to prioritize competing operational demands while maintaining exceptional customer service
• Strong analytical skills with a focus on process improvement
• High level of ownership, accountability, and initiative
• Excellent planning and coordination skills in a dynamic service environment
• Ability to manage confidential and commercially sensitive information
• Strong attention to detail with a commitment to operational excellence
• Customer-first mindset combined with sound commercial judgment
• Ability to represent the North American customer perspective while partnering closely with global business partners to drive operational excellence
• Minimum 5 years of customer service, service coordination, operations, or order management experience in a technical or manufacturing environment preferred
• Experience interpreting technical documentation such as parts drawings, Bills of Materials (BOMs), and service documentation is preferred