Customer Service SME (German)

As part of our PPD clinical research team, you’ll have the opportunity to support groundbreaking studies that make a real difference in patients’ lives.

Position Summary

As a Customer Service SME, you will be a part of a multi-cultural team in our Shared Service Center in Budapest, Hungary, that values performance, quality and innovation. You will have the opportunity to work in an international setting and fulfill a wide range of administrative duties. Your role will involve providing internal support to Thermo Fisher customers and the field engineering team, ensuring professional service and excellence in a high-paced and diverse office environment.

Position Requirements

• Provide expertise, mentorship, and support to colleagues.
• Train team members in processes and systems.
• Act as the First Point of Contact (FPOC) for our customers and stakeholders.
• Create and assign tickets in the ticketing systems (C4S).
• Decide on an accurate path forward to address customer and business needs.
• Take part in the Quotation, Installation, Equipment and Order handling process.
• Document all required work instructions as per guidelines and keep those UpToDate.
• Demonstrate our values like involvement and integrity and high ethical standards.
• Facilitate the resolution of inquiries and complaints raised independently, without the need for managerial assistance.
• Facilitate tier and any business-related meetings in the absence of the supervisor.
• Report management.
• Give presentations, conduct quality checks in the team.
• Take additional steps and go above and beyond in order to improve the overall business satisfaction.
• Analyze the requirement for alterations and proficiently carry them out to improve efficiency.
• Build and maintain a strong network to increase the team ́s and your success.
• Be curious and open for any new insights and don ́t be afraid to share improvement ideas

Education

• Bachelor’s degree or equivalent and relevant formal academic / vocational qualification

Experience

• Previous experience that provides the knowledge, skills, and abilities to perform the job (3+ years).
• Equivalent experience and successful completion of high school education required

Knowledge, Skills and Abilities:

• Excellent verbal and written communication skills
• Excellent language skills (comprehension, speaking, reading and writing)
• Fluency in German and English, both written and verbal
• Competency in Microsoft Office
• Strong interpersonal skills
• Ability to work independently as well as part of a team.
• Ability to interpret client provided complex medical and technical information
• Organizational and time management skills
• Ability to maintain a positive and professional demeanor in challenging circumstances
• Strong problem-solving abilities and a proactive approach to achieving goals
• Strong decision-making skills
• Attention to detail and accuracy in the workplace
• Demonstrating judgment, tact, and diplomacy in dealing with internal and external customers
• Experience with SAP, C4S, Genesys preferred but not crucial

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.