Service Coordinator
Work Schedule Standard (Mon-Fri) Environmental Conditions Office
Job Description
As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer. Service Coordinator Position Summary The Service Coordinator serves as the central point of coordination for service operations, ensuring timely and compliant execution of installations, preventive maintenance, corrective maintenance, depot repairs, customer returns, loaner management, and billing activities. This role partners closely with customers, Field Service, Technical Service, the Instrument Service Center, Warehouse Operations, Commercial, and Quality to deliver an exceptional customer experience while maintaining compliance with company procedures and quality system requirements.
Key Responsibilities
Coordinate and dispatch field and depot service activities, including installations, preventive maintenance, repairs, upgrades, and de-installations. Create and manage quotations, service work orders, parts orders, quality notifications, return material authorizations and billing documentation. Serve as the primary customer contact for service-related inquiries, such as service scheduling, status updates, shipment tracking, return authorizations, providing service reports upon request, and providing service invoices upon request. Coordinate customer returns, loaner instruments, decontamination documentation, and shipping logistics. Review service documentation for completeness, accuracy, and compliance prior to closure and invoicing. Support complaint handling, investigations, and quality system requirements by ensuring accurate documentation and timely resolution of service activities. Collaborate with cross-functional teams to resolve customer issues, improve service delivery, and maintain operational efficiency. Monitor open service activities and drive timely completion of customer requests. Perform other duties, projects, and cross-functional responsibilities as assigned to support evolving business needs and service operations.
Qualifications
Associate's or Bachelor's degree in Business, Operations, Customer Service, Life Sciences, or related field preferred. 3+ years of experience in service coordination, customer support, or a related role. Experience working with ERP, CRM, or field service management systems (SAP, ServiceMax, or similar preferred). Experience in a regulated or quality-driven environment preferred. Skills & Competencies Excellent customer service and communication skills. Strong organizational, time management, and multitasking abilities. Ability to coordinate multiple priorities in a fast-paced environment. Strong attention to detail and documentation accuracy. Effective problem-solving and decision-making skills. Ability to work collaboratively across functional teams. Proficiency in Microsoft Office and business systems.