Responsibilities:

Unscramble sales/service contract and issue order to field service exactly
Maintain instruments and contract information in system for first line engineers and back office following up
Create installation/training /3Q notification according to contract terms and notice FSE/TNR to execute.
Issue and communicate installation sites guideline with end user
Conduct the team SOP management to all responsible working processes, update SOP timely to reflect service scope, management requirement changes
Work with data analysis team to set up in the system process rule as per operations process
Make sure that the operational process and requirement are followed closely
Solve the problems from customers of call
Communicate with commercial CSR team and follow up on request and give feedback
Setup effective KPI metric to count team member’s workload and scope
Other duties assigned by line manager as per requirement


Qualifications:

College degree and above
Over 5 years’ experience in multinational company included as 2 years working experience as supervisor in Call Center or Customer Service team.
Must have the ability to work independently, have effective communication skills, interpersonal and listening skills
Effective oral and written communication skills with both English and Chinese (Mandarin)
Familiar with SAP Order system
Detail-oriented, initiative and responsible

About Thermo Fisher Scientific
Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with revenues of more than $20 billion and approximately 65,000 employees globally. Our mission is to enable our customers to make the world healthier, cleaner and safer. We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics, deliver medicines to market and increase laboratory productivity. Through our premier brands – Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific and Unity Lab Services – we offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive services. For more information, please visit www.thermofisher.com.