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Job ID :
50869BR
Location :
Netherlands - Eindhoven
:
Job Description


The Company

Pushing the boundaries of discovery
With more than 60 years of innovation and leadership, FEI Company enables customers to find meaningful answers to questions that accelerate breakthrough discoveries, increase productivity, and ultimately change the world. FEI designs, manu­factures, and supports the broadest range of high-performance microscopy workflows that provide images and answers in the micro-, nano-, and picometer scales.
Combining hardware and software expertise in electron, ion, and light microscopy with deep application knowledge in the materials science, life sci­ences, electronics, and natural resources markets, the worldwide FEI team of 3000+ employees is dedicated to customers' pursuit of discovery and resolution to global challenges.


Thermo Fisher Scientific acquired FEI Company in September of 2016 as a part of the Analytical Instruments Group (AIG) in the newly-formed Materials and Structural Analysis Division (MSD).

Check out these video’s to get more insight in what it means to work on our complex High-Tech Transmission Electron Microscopes. These high-end tools are being produced in our cleanrooms in Eindhoven, the Netherlands.The Mission
Thermo Fisher's Worldwide Operations organization is responsible for Component and System Manufacturing (Production), Product Engineering, Global Materials & Logistics, Global Sourcing & Supplier Management, and Document Control.

The Position
The supervisor of the customer service and administrative support team is part of the management team of the Sales and Service Operational Center of the EMEAI region and will be managing a team of
currently eight customer service representatives in the Eindhoven office and two customer service representatives in the Israeli office (Tel Aviv, airport city)

The supervisor will be responsible for the service operational activities for customers in the semi-conductor industry and for customers served via agents in the EMEAI region. In addition the responsibility includes the service call/order closure and service call/order invoice activities. In more detail the supervisor:
  • Ensures that effective and professional operational support is delivered to the EMEAI service teams and customers. This support includes telephone answering, call maintenance, quote creation, parts ordering, return processing, call closure activities, invoicing, and depending on the region: issuance of export documentation and shipment coordination.
  • Manages and monitors an effective daily operational planning, including staff planning, phone coverage, performance issues etc.
  • Manages day to day escalations within the team and report any risks to management
  • Will be coaching and mentoring of the SSOC departmental team members. Encourages and facilitates self-development of staff, in terms of increased effectiveness in current job and further career prospects. Engage, Empower and gives due recognition for achievement.
  • Directs, coordinates and participates in continuous improvement initiatives and team building activities
  • Ensures SSOC reporting standards are implemented and followed through within requested timescales & ensure customer records & archives are up-to-date and aligned with SSOC policies
  • Ensures all released processes and procedures are implemented and respected. Provide suggestions to Management or other staff for improvements in processes, efficiency and cost control
  • Ensures that staff is trained and coached to the expected levels. Ensures SOX, Legal, export and ISO compliance; cooperates with & coordinates any internal or external audit requests
  • Ensure timely and professional communication to customers and FEI stakeholders using telephone, e-mail, and Outlook calendar concerning the service operations activities
  • Ensures QAD data accuracy, completeness and integrity for all relevant transactions,
  • Acts as liaison with Accounts Receivable to determine billing issues and deliver resolution with team, ensure credit notes are validated and correctly processed, ensure team maintains records regarding customer returns, deliveries, changes, pricing, and return credit problems,
  • Delivers input and supports SSD events & meetings, SSOC weekly management meetings and SSOC team meetings.
  • Represents SSOC during meetings, conference calls with Sales & Service teams, customers, and external parties if required.
  • Takes an active role during project assignment.
  • In exceptional circumstances, perform operational tasks in the event of absenteeism of team members.
The preferred candidate enjoys working in an international, multi-cultural environment having frequent interaction with stakeholders in various countries and will possess the following combination of skills and experiences:
  • Experienced people manager
  • International part logistics and export knowhow
  • Good excel, word, and ERP (preferably QAD) system skills.
  • Typically requires a University/bachelor degree and more than 5 years of experience in a fast paced international customer service environment
  • Ability to maintain professionalism and courtesy under pressure.
  • Critical soft skills to include self-motivation, remain composed under pressure, professionalism, excellent listener and good 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.
  • Fluent in English
  • Focus on results by meeting the KPI targets
  • Ability to establish teamwork and maintain effective relationships with stakeholders and employees.


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