Onsite Customer Support Specialist

vor 5 Monaten

Dreieich, Deutschland Thermo Fisher Scientific Vollzeit

**Discover Impactful Work**:
As a **Onsite Customer Support Specialist (M/F/d)** you will be responsible to support in handling the program Asset Management Service or Managed Services Account(s) (AMS) at a customer location in Frankfurt and, as the need arises, in other locations in EMEA. You will become a key contributor to ensuring customer happiness by ensuring performance in planned/ unplanned services, financial and operational business reviews thus driving excellence in service. You will report to the Account Manager to ensure customer confidence in our program and retention by implementing the program in line with our contractual commitments. You will be working in a very dynamic environment allowing you to make an impact and gain meaningful experience in a cross-functional working environment.

**Location Information**
Frankfurt am Main area, Home Office based, with onsite presence at our customer from 50% (depending on business needs)

This position is a Maternity and parental leave replacement with a limited employment contract from 01.06.2024 to 30.09.2025.

**A day in the Life**
- Deliver a successful and valuable AMS program to customers, driving performance of suppliers and processes to customer happiness
- Assist with the renewal/rollover of the contract each year providing support in reviewing the customer’s asset list and service coverage required or desired for that, following the deal review process and ensuring required approvals are sought
- Develop and maintain positive and professional working relationships with clients, service suppliers and Thermo Fisher staff in a dynamic, cross-functional network of peers that offers great opportunities for working with different backgrounds and areas of expertise
- Be able to use, interpret standard reports or generate custom ones to supervise the account and to report either internally or to customer
- Bring an agile personality enabling partnership with customer and colleagues to quickly find solutions to problems, embracing a mentality of continuous process improvements and identifying root causes to overcome and remove barriers and challenges
- Participate and lead meetings with customers and collaborators where required
- Deliver effective messages and reports and identify follow-up actions where required
- Be motivated to adapt and learn new skills and processes, work on personal growth and development of own critical thinking
- Take parts and coordinate regular visits to customer, including also activities in laboratory environment and supporting with inventory activities
- Become a trusted point of contact both for internal and external peers
- Act as deputy of the account manager during leaves

**Key to Success**
- You have experience in service or support functions
- You ideaaly have worked in one or more of the following environments: Pharma, Biotech, Medical
- and/or Chemical Laboratories, Healthcare Facilities
- you adopt a process improvement mentality
- You understand and know how to drive customer allegiance and grow our existing customer base
- Strong verbal and written communication skills in German and English
- Ability to work across all levels, functions and regions at clients and within our corporation
- Proven organizational skills with the ability to prioritise multiple tasks
- Excellent inter-personal, self-motivational and negotiating skills

**What we Offer**
- Employment with an innovative and developing organization
- Outstanding career and development prospects
- Engaged colleagues in an international working environment
- Company pension scheme and other fringe benefits
- Exciting company culture which stands for integrity, intensity, involvement, and innovation
- Good Salary and bonus payments Flexible working times and home office

At Thermo Fisher Scientific, each one of our 100,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or any other legally protected status.

Agency notice

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