Service Account Specialist

Service Account Specialist – IES Service HK

About Thermo Fisher Scientific

Here at Thermo Fisher Scientific, our industry-leading scale provides unparalleled commercial reach, unique customer access, and a global footprint. Our broad customer base, spanning research, clinical environments, and commercial production, allows you to make 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.

Job Summary

The Service Sales Representative is responsible for driving service revenue and bookings within assigned business divisions and accounts by cultivating customer relationships, identifying business opportunities, and promoting Thermo Fisher Scientific's service portfolio. This role collaborates 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 offer practical exposure to service operations and field service activities. In addition to the broader service portfolio, the role will support the development and promotion of connectivity and monitoring solutions, allowing the successful candidate to develop commercial, technical, and service operations capabilities while building a career in service sales.

Responsibilities

Sales & Customer Development

• Achieve planned growth for service revenue and bookings within assigned business divisions and accounts.
• Develop and maintain strong customer relationships through regular engagement and site visits, ensuring an understanding of customer requirements and recommending appropriate service solutions.
• Identify and develop new service business opportunities within existing and prospective accounts, including service contracts, connectivity and monitoring solutions, and other service offerings.
• Execute agreed-upon sales plans, campaigns, and promotional activities to drive service revenue growth and customer engagement.
• Maintain an active sales pipeline, follow up on sales opportunities, and provide accurate sales forecasts, proactively communicating significant changes.
• Prepare and follow up on service proposals and quotations, participating in commercial discussions and negotiations in accordance with established pricing and business guidelines.
• Maintain accurate and timely customer, opportunity, and sales activity information in CRM systems.

Service Portfolio & Connectivity Solutions

• Develop a strong understanding of Thermo Fisher Scientific's service portfolio and effectively communicate service offerings, value propositions, and customer benefits.
• Develop knowledge of connectivity and monitoring solutions and support their promotion and sale to customers.
• Collaborate with relevant technical and service teams to understand customer connectivity requirements and support the development of appropriate solutions.
• Identify and support cross-selling opportunities across Thermo Fisher Scientific businesses and solutions.
• Monitor market trends, customer needs, and competitive activities, providing relevant market intelligence and customer feedback to support business development.
• Support service marketing initiatives, promotional campaigns, and the development of the service portfolio by providing customer and market feedback.

Service Operations & Field Service

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

Service Projects

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

General

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

Qualifications

Education

• Bachelor's degree in Life Sciences, Engineering, Information Technology, Computer Science, or a related scientific or technical discipline is 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 is preferred.
• Fresh graduates with a positive attitude, strong learning agility, and an interest in developing a career in service sales are welcome to apply.
• Laboratory, research, field service, customer-facing, project coordination, or technical experience is advantageous but not essential.

Knowledge, Skills, and Abilities

• Strong customer focus combined 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 and a 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 effectively with multiple stakeholders and follow through on assigned customer projects and activities.
• Proficiency in MS Office applications; experience with CRM systems is 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, willing to learn, and demonstrating high integrity and 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 is an advantage.
• Ability and willingness to develop a good understanding of Thermo Fisher Scientific’s 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 a 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.

Work Environment & Schedule

Work Schedule: Standard (Monday–Friday)

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

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.