Customer Service Representative – Gauging

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🔥 0 minutes ago

❄️ Minnesota – Remote

❄️ Minnesota – Remote

💵 $16 - $25 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Thermo Fisher Scientific

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1956

🏥 Healthcare

📦 Logistics

🏭 Manufacturing

Healthcare • Logistics • Manufacturing

Thermo Fisher Scientific is the world leader in serving science, with annual revenue of more than $40 billion. Their mission is to enable customers to make the world healthier, cleaner, and safer by supporting life sciences research, solving complex analytical challenges, increasing laboratory productivity, and improving patient health through diagnostics and the development of life-changing therapies. With a global team, they offer innovative technologies and pharmaceutical services through brands such as Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon, and PPD.

📋 Description

• Support customers, the service organization, and commercial teams across a complex product portfolio • Serve as a liaison between customers, field service engineers, sales, logistics, purchasing, and technical support • Coordinate preventive maintenance visits, audits, billable service, repairs, installations, and commissioning activities • Manage service schedules and optimize 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, order release, shipment, and delivery • Maintain customer, contract, and transactional records across ERP and Salesforce platforms • Prepare complex spare parts and service quotations • Collaborate with Purchasing and global manufacturing sites to source non-stock parts and obtain pricing • Follow up on quotations to maximize order conversion • Handle customer inquiries regarding parts, service, installations, and order status • Monitor incoming phone calls and direct technical support requests to appropriate specialists • Partner with field service engineers to resolve customer issues and operational challenges • Coordinate installation activities, customer readiness meetings, technician scheduling, and equipment delivery • Track installation prerequisites and resolve issues affecting 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 decisions • 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 for down payments, shipments, commissioning, repairs, service, and complete systems

🎯 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 • 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 preferred • Ability to serve as operational backup for Service Management when required • Ability to build strong working relationships across global teams • Exceptional organizational, analytical, planning, coordination, and attention-to-detail skills • Ability to prioritize competing operational demands while maintaining exceptional customer service • High level of ownership, accountability, and initiative • Ability to manage confidential and commercially sensitive information • Customer-first mindset combined with sound commercial judgment

🏖️ Benefits

• Variable annual bonus based on company, team, and/or individual performance results • National medical and dental plans • National vision plan, including health incentive programs • Employee assistance and family support programs • Commuter benefits • Tuition reimbursement • At least 120 hours paid time off (PTO) • 10 paid holidays annually • Paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave) • Accident and life insurance • Short- and long-term disability • Competitive 401(k) U.S. retirement savings plan • Employees’ Stock Purchase Plan (ESPP) with opportunity to purchase company stock at a discount • Fully remote work arrangement