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.
Position Summary
The Inside Sales Representative (ISR) is responsible for supporting the growth and retention of Service Product revenue across EMEA for the Chemical Analysis Division (CAD) Service organization. This role serves as a key liaison between customers, Service Sales Representatives, Product Sales, Customer Service, Service Marketing, and internal operational teams to ensure a seamless customer experience throughout the service sales lifecycle.
The ISR provides commercial and administrative support for service agreements, quotations, renewals, contract management, and sales operations activities. This role helps drive customer retention, contract conversion, and service contract penetration by coordinating sales processes, resolving customer inquiries, maintaining accurate customer information, and supporting the execution of strategic service sales initiatives.
Success in this position requires strong organizational skills, attention to detail, customer focus, and the ability to manage multiple priorities while partnering effectively with cross-functional teams.
A Day in the Life
You will:
Support the Service Sales team in achieving service revenues and contract growth objectives across the BEA business.
Manage the complete renewal lifecycle for Service Agreements, coordinating the annual service agreement renewal activities and customer communications.
Prepare, review, and manage service quotations, proposals, and contract documentation.
Partner with Service Sales Representatives to identify opportunities for contract expansion and customer retention.
Assist with the conversion of warranty and Time & Materials customers into Service Agreement customers.
Serve as a primary point of contact for customer inquiries related to service agreements, quotations, renewals, and contract administration.
Maintain accurate customer records, contract information, and sales activities within Salesforce.com.
Monitor open quotations and proactively follow up with customers to support contract closure.
Support forecast preparation, pipeline tracking, and sales reporting activities.
Collaborate with Product Sales, Customer Service, Service Marketing, and operational teams to ensure timely resolution of customer requests.
Assist with pricing reviews and ensure compliance with approved commercial guidelines and discounting policies.
Support service campaigns and targeted customer outreach initiatives.
Provide customer insights, and administrative support to improve sales effectiveness.
Participate in process improvement initiatives that enhance customer experience and operational efficiency.
Key Responsibilities
Coordinate service contract activities from quotation through contract execution.
Support customer retention and renewal efforts through proactive communication and follow-up.
Ensure customer records and contract data are accurate and maintained within Salesforce.com.
Manage multiple customer requests while meeting established response and service level expectations.
Partner with Service Sales Representatives to expand upselling and cross-selling opportunities during the renewal process.
Track and report key sales and contract metrics.
Collaborate with internal stakeholders to resolve customer issues and remove barriers to contract completion.
Support implementation and adoption of CRM processes and sales tools.
Ensure compliance with company policies, pricing guidelines, and commercial processes.
Contribute to continuous improvement efforts within the Service Sales organization.
Performance Measures
Success in this role will be measured through:
Service contract renewal rate
Contract conversion rate
Quotation turnaround time
Contract processing accuracy
Customer satisfaction and responsiveness
Salesforce.com data quality and compliance
Service revenue support contribution
Forecast and reporting accuracy
Operational efficiency and process adherence
Education
Bachelor's degree in Business, Marketing, Life Sciences, Engineering, or related field preferred.
Equivalent combination of education and relevant experience will be considered.
Experience
2+ years of experience in sales support, inside sales, customer service, account coordination, contract administration, or related commercial roles.
Experience supporting service agreements, renewals, quotations, or recurring revenue business models preferred.
Experience working in a matrix environment and collaborating across multiple business functions.
Familiarity with CRM systems, preferably Salesforce.com.
Experience with contract administration, commercial documentation, and customer support processes preferred.
Knowledge, Skills, and Abilities
Strong interpersonal and relationship-building skills.
Excellent verbal and written communication skills.
Strong organizational and time-management skills.
Ability to manage multiple priorities and deadlines in a fast-paced environment.
Customer-focused with a commitment to delivering exceptional service.
Strong attention to detail and problem-solving capabilities.
Proficiency with Microsoft Office applications and Salesforce.com.
Ability to work independently while effectively collaborating across teams.
Strong analytical skills and commercial awareness.
Results-oriented with a continuous improvement mindset.
Why Join Thermo Fisher Scientific
At Thermo Fisher Scientific, you'll join a global organization committed to enabling our customers to make the world healthier, cleaner and safer. You'll work with market-leading technologies, collaborate with talented colleagues across Europe, and have the opportunity to grow your commercial career while making a meaningful impact.
