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Thermo Fisher Scientific Sr Customer Success Specialist - Temperature Control in Chelmsford, Massachusetts

We are looking for a technically savvy Senior Customer Success Specialist who possesses a strong drive for results. Duties for the Senior Customer Success Specialist will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding, training clients, and minimizing churn. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests.

Location: Newington, NH and surrounding areas

How will you make an impact:

As a Senior Customer Success Specialist you will be responsible for developing customer relationships that promote retention and loyalty. You will work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

What will you do:

  • Act as the main contact for VIP accounts

  • Act as the liaison between VIP accounts and Quality

  • Own and handle all VIP accounts quality issues.

  • Track and maintain updates on Quality issues with the Quality team.

  • Set up and run recurring cadences with VIP accounts.

  • Provide Technical Support for LPD Product lines.

  • Adhere to Thermo Fisher Scientific protocols, consistencies, and procedures.

  • Ensures that Thermo Fisher's customer satisfaction objectives are met or exceeded.

  • Provide high level of customer service to existing and new customer base.

  • Interface closely with sales, service, and management to ensure customer satisfaction is maximized.

  • Effectively communicates and exchanges information among team members.

  • Support Practical Process Improvement (PPI) methodology and participate in initiatives as required.

  • Responsible for meeting all required department and company training goals and expectations.

  • Maintains communication with customer to ensure understanding of status, cost, and timing of all aspects of the service event.

  • Conducts technical diagnosis of operational problems on various types of laboratory equipment and instrumentation.

  • Enters data into Service Management system.

  • General technical knowledge of multiple Thermo product sets.

  • Keeps up to date on new product introductions, technologies, market changes, competitors' products, and new customer applications.

  • Enters various types of data (i.e. service order, invoicing, RMA, etc.) into computer system.

  • Participates in depot repairs for training, etc. (may be on a Rotational basis).

  • Supports the Quality System and Quality Policy by following procedures/work instructions and creating records to meet the requirements of the Quality System Regulation and ISO registration.

  • Works closely with Product Technical Specialists in the development of technical publications.

  • Develops and maintains a working knowledge of Thermo products within customer environment.

  • Provide support articles for service. Is LPD product knowledgeable and possesses soft skills to maintain customer satisfaction at a high level.

  • Contribute to service knowledge base by creating and uploading articles (i.e. manuals, procedures, troubleshooting guides) Must always demonstrate high levels of customer facing soft skills.

  • Maintains records of all service events per organizational policy.

  • Promotes and sells various types of extended warranty/PM contracts on equipment, user training, and Service Replacement Orders.

  • Advises sales representatives of potential selling opportunities within accounts.

  • Develop and maintain customer facing information via the online Knowledge Base and Laboratory Equipment Parts pages as directed by Manager.

How will you get here:

Education:

  • AA degree requited; BS degree in Electronics, Refrigeration, Mechanical Engineering, or a similar field preferred; Equal or equivalent experience accepted

Experience:

  • 10 plus year of refrigeration experience will be taken into consideration preferred

  • DRS - Ability to learn to use tools for Remote support such as Log Me In Rescue tool.

  • 1-2 years customer service experience preferred.

  • Prior technical support experience strongly preferred.

  • Must be able to organize and prioritize work, be proactive, take initiative, resolve problems, follow through, and simultaneously manage multiple priorities to ensure goals are met in a timely manner.

  • Excellent Computer skills required, efficiency in Word and Excel.

  • Excellent communication skills required; both oral and written.

  • Technical proficiency in instrumentation and electronics.

  • Strong problem-solving skills.

  • Strong inter-personal, self-motivational, & negotiating skills.

  • Technical/professional license may be required depending on product responsibility (EPA).

  • Must be able to travel for training and other events as directed by Manager, including overnight stays. Travel is typically less than 10% but is subject to change.

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $25 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them. Our global team of more than 75,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services and Patheon. For more information, please visit www.thermofisher.com .

Apply today! http://jobs.thermofisher.com

Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.

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