Thermo Fisher Scientific

Customer Service / Installation Coordinator (m/f/d) DACH

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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.

Location:
This role is based in our office in Dreieich, Germany.

Discover Impactful Work
To ensure and deliver efficient, above expectation installation experiences, the IES CMD/MOL/BEA Customer Installation Coordinator owns the entire instrument installation process from pre-installation activities through installation planning and scheduling once proof of delivery is received by the selling organization. This role is responsible for ensuring a seamless customer experience by coordinating all installation activities and maintaining close collaboration between customers, Sales, and Service teams.

A Day in the Life:

  • Coordinate the entire installation process from pre-installation through completion.
  • Conduct pre-installation courtesy calls and establish laboratory readiness.
  • Perform pre-installation checks, including reviewing the Order Transition Form and coordinating installation pre-visits as required.
  • Plan and prioritize Field Service Engineer (FSE) installations in collaboration with the responsible Service Manager.
  • Build and maintain strong relationships between Service, Sales, and customers while providing installation status updates.
  • Create equipment master records within the service management tool.
  • Create installation jobs and allocate them to the appropriate Field Service Engineer.
  • Keep customers informed of installation progress throughout the process.
  • Process Field Service Reports following successful installation completion.
  • Escalate non-technical issues encountered during installation activities.

What to expect:

  • Coordinate multiple installation projects simultaneously while maintaining high service standards.
  • Collaborate closely with Service Managers, Field Service Engineers, Sales teams, and customers.
  • Deliver an outstanding customer experience through proactive communication.
  • Maintain accurate service records and installation documentation.
  • Support continuous improvement through effective planning, coordination, and issue resolution.
  • Travel up to 20% as required.

Keys to Success:

Experience

  • Experience in field service organizations or coordination roles.
  • Service sales experience is advantageous.
  • SAP and C4S experience is helpful but not essential, as training will be provided.

Knowledge, Skills, Abilities

  • Strong project management skills.
  • Excellent coordination and planning abilities.
  • Commitment to delivering exceptional customer service.
  • Thorough approach with strong attention to detail.
  • Excellent customer-facing and telephone communication skills.
  • Good keyboard skills with intermediate proficiency in Microsoft Word, Excel, and Outlook.
  • Strong communication and interpersonal skills.
  • Ability to multitask and perform effectively under pressure.
  • Excellent command of spoken and written English.
  • Ability to deliver impactful customer presentations.
  • Willingness to travel up to 20%.

Competencies

  • Customer focus.
  • Team player with a collaborative mindset.
  • Strong organizational skills.
  • Effective problem-solving and prioritization abilities.
  • Adaptability and flexibility in a fast-paced environment.

Benefits:
We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation!

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need.

#StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

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

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