Service Account Specialist

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)

Job Description

Service Account Specialist – IES Service HK

About Us

Here at Thermo Fisher Scientific, our industry-leading scale means unparalleled commercial reach, unique customer access, and a global footprint. Our broad customer base, from research and clinical environments to commercial production, means you can have a broad and significant impact.

You will work in an environment where you are supported, valued, and rewarded for your performance. Join our Sales & Marketing team with an unmatched depth of capabilities and help our customers solve some of the world's toughest challenges.

Location/Division Specific Information

The Service Sales Representative is responsible for driving service revenue and bookings within assigned business divisions and accounts by developing customer relationships, identifying business opportunities, and promoting Thermo Fisher Scientific's service portfolio.

The role works closely with Field Service, Service Operations, Sales, and other cross-functional teams to understand customer needs and deliver appropriate service solutions. The position will also support customer-specific service projects and gain practical exposure to service operations and field service activities.

In addition to the broader service portfolio, the position will support the development and promotion of connectivity and monitoring solutions. The successful candidate will have the opportunity to develop commercial, technical, and service operations capabilities while building a career in service sales.

Essential Duties and Responsibilities

Sales & Customer Development

• Achieves planned growth for service revenue and bookings within assigned business divisions and accounts.
• Develops and maintains strong customer relationships through regular customer engagement and visits, understanding customer requirements and recommending appropriate service solutions.
• Identifies and develops new service business opportunities within existing and prospective accounts, including service contracts, connectivity and monitoring solutions, and other service offerings.
• Executes agreed sales plans, campaigns and promotional activities to drive service revenue growth and customer engagement.
• Maintains an active sales pipeline, follows up on sales opportunities and provides accurate sales forecasts, proactively communicating significant changes.
• Prepares and follows up service proposals and quotations and participates in commercial discussions and negotiations in accordance with established pricing and business guidelines.
• Maintains accurate and timely customer, opportunity and sales activity information in CRM systems.

Service Portfolio & Connectivity Solutions

• Develops a strong understanding of Thermo Fisher Scientific's service portfolio and effectively communicates service offerings, value propositions and customer benefits.
• Develops knowledge of connectivity and monitoring solutions and supports their promotion and sales to customers.
• Works with relevant technical and service teams to understand customer connectivity requirements and support the development of appropriate solutions.
• Identifies and supports cross-selling opportunities across Thermo Fisher Scientific businesses and solutions.
• Monitors market trends, customer needs and competitive activities and provides relevant market intelligence and customer feedback to support business development.
• Supports service marketing initiatives, promotional campaigns and development of the service portfolio by providing customer and market feedback.

Service Operations & Field Service

• Works closely with Field Service Engineers and Service Operations teams to understand day-to-day service activities, customer requirements and field service workflows.
• Participates in relevant service operations and field service activities to build practical knowledge of service delivery, installed-base requirements and customer needs.
• Collaborates with Field Service, Service Operations, Sales and other cross-functional teams to address customer requirements, support customer satisfaction and identify new service business opportunities.
• Uses knowledge gained from service operations and field activities to better understand customer challenges and identify opportunities for appropriate service solutions.

Service Projects

• Supports and coordinates assigned customer-specific and ad-hoc service projects, including laboratory relocation and other service activities, in collaboration with customers, Field Service Engineers, Service Operations, and other internal teams.
• Assists in understanding customer requirements, defining service scope, coordinating schedules and resources, and maintaining effective communication with customers and internal stakeholders throughout assigned projects.
• Follows up on project activities, timelines, and customer requirements and escalates issues to the appropriate team members when necessary.
• Supports successful project execution and customer satisfaction while identifying potential follow-on service and business opportunities.

General

• Works collaboratively across functions and businesses to support customer needs and business objectives.
• Ensures all activities are carried out in accordance with Thermo Fisher Scientific policies and applicable requirements.
• Demonstrates Thermo Fisher Scientific values of Integrity, Intensity, Innovation and Involvement.

Education

• Bachelor's degree in Life Sciences, Engineering, Information Technology, Computer Science or a related scientific or technical discipline preferred.
• Candidates from other relevant disciplines with strong commercial interest and technical aptitude will also be considered.

Experience

• 0–2 years of relevant experience in sales, service, laboratory/scientific equipment, technical support, IT/connectivity or a related environment preferred.
• Fresh graduates with a positive attitude, strong learning agility and interest in developing a career in service sales are welcome to apply.
• Laboratory, research, field service, customer-facing, project coordination or technical experience would be an advantage but is not essential.

Knowledge, Skills and Abilities

• Strong customer focus with good commercial awareness and an interest in developing customer relationships.
• Goal-oriented with a strong drive to achieve sales targets and business objectives.
• Strong technical aptitude with the ability and willingness to learn scientific equipment, service offerings and connectivity solutions.
• Ability to understand customer needs and translate technical and service requirements into appropriate customer-focused solutions.
• Good presentation, communication, negotiation and relationship-building skills.
• Good organizational and coordination skills with the ability to manage multiple customers, opportunities, activities and priorities.
• Ability to coordinate with multiple stakeholders and follow through on assigned customer projects and activities.
• Proficiency in MS Office applications; experience with CRM systems would be an advantage.
• Self-motivated with the ability to work independently while collaborating effectively in a team environment.
• Willingness to work closely with and learn from Field Service Engineers, Service Operations, and other technical teams.
• Proactive, adaptable and willing to learn, with good integrity and a strong sense of responsibility.
• Excellent interpersonal skills and proficiency in Cantonese, English and Putonghua.

Position-Specific Requirements

• Technical aptitude and interest in digital, connectivity and monitoring solutions.
• Knowledge or experience in computer networking, IT infrastructure, connected devices, Internet of Things (IoT), monitoring systems or related technologies would be an advantage.
• Ability and willingness to develop a good understanding of Thermo Fisher Scientific connectivity and monitoring solutions and effectively communicate their value to customers.
• Willingness to learn and participate in day-to-day service operations and relevant field service activities to develop practical understanding of customer needs, service workflows and operational requirements.
• Willingness to support and coordinate customer-specific service projects, including laboratory relocation and other project-based service activities.
• Ability to collaborate closely with Field Service Engineers, Service Operations, Sales and other internal teams to support customer requirements and identify service business opportunities.
• Position-specific requirements may apply.

Our Mission

Our Mission is to enable our customers to make the world healthier, cleaner and safer.

As one team, 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 customers around the world.

At Thermo Fisher Scientific, diverse experiences, backgrounds, and perspectives are valued.

Apply today at Thermo Fisher Scientific Careers.