Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Thermo Fisher Scientific Inc. is the world leader in serving science, with revenues of $32 billion and more than 52,000 employees globally. Our mission is to enable our customers to make the world healthier, cleaner and safer. We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics and increase laboratory productivity. Through our premier brands – Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific and Unity Lab Services – we offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive support

DIVISION SUMMARY

Launched in 2011 to enhance customer productivity, Unity Lab Services is one of Thermo Fisher Scientific’s five premier brands.  We provide a single source for integrated lab service, support and supply management.  IES (the internal acronym standing for Instrument and Enterprise Services Division) encompasses over 3600 global service professionals with the broadest service portfolio in the market coupled with access to a deep bench of domain expertise. 

POSITION SUMMARY

This role is an extension of the NAM IES Commercial Team, responsible for the selling and renewal of all service support plans within the IES contract portfolio. The successful candidate will partner with New Business and Renewal Sales Specialists to help secure service contracts, primarily focusing on small to mid-range customers. Our ideal candidate will have a team-first mentality and a refuse-to-lose mindset—traits needed to meet KPIs and exceed sales targets. The role holder will act as a subject matter expert, advising on customer contract inquiries, taking responsibility for quotations, price agreements, and converting quotations into contracts to maximize revenue.

The Sales Support Coordinator is responsible for:

• Customer Engagement: Contact customers with expiring contracts to verify primary contact(s) for contract renewal and negotiations.
• Renewal Verification: Confirm customer interest in renewing their contracts and secure business by obtaining commitment and purchase orders as needed.
• Communication: Utilize various contact methods such as phone calls, emails, and virtual meetings to engage with customers.
• Quotation Management: Generate and provide quotations within the required time frames and SLAs, follow up with customers to identify those who are renewing before the renewal date, and flag overdue renewals to the sales team where appropriate.
• Documentation: Maintain accurate records of customer interactions, contract details, and renewal status in the CRM system.
• Reporting: Provide regular updates to the sales team and leaders on renewal progress. Communicate any issues encountered or new business opportunities identified during the process.
• Customer Support: Assist customers with any questions or concerns they have regarding their service contracts.
• Coordination: Work closely with the Customer Care Team, Contract Sales Team, and Customers to ensure customer contact information is correct on support plan records within the databases.

What you could bring to the role:   

• Strong sense of customer service, ability to work with a broad range of customers, and within the matrix structure of our organization.
• Foundational sales and negotiation capabilities to overcome customer objections, influence renewal decisions, and advance opportunities toward close.
• Background in any of the following environments: Life Sciences, Healthcare, Laboratories, or other regulatory environments.
• Well-organized and able to multitask across the full range of administrative duties.
• Efficiency in administration, able to work quickly and accurately with minimal supervision.
• Positive attitude with the desire to solve problems.
• Desire to work as part of a team to meet KPIs and achieve sales targets.
• Proficiency using Microsoft Tools including Outlook, SAP, and Salesforce.
• Effective communication skills in English, both written and verbal.
• Courteous manner and ability to maintain customer confidentiality.

Experience & Education Requirements:      

• Minimum 2 years sales experience; negotiation skills is a need
• Education Experience: Requires a high school diploma. A bachelor’s degree is preferred
• English Fluency at a 90% minimum
• Experience is required in an SSC/multinational/office environment
• Demonstrable experience in leading high-complexity accounts and processes
• Strong analytical skills with the ability to interpret complex data
• Experience in collaborator management and leadership support
• Superb communication and social skills

At Thermo Fisher Scientific, each one of our 75,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.

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, protected veteran status, disability or any other legally protected status.