Thermo Fisher Scientific, the world leader in serving science was recently awarded the NorthFace ScoreBoard Award, for a second consecutive year, in recognition for providing Excellence in Customer Service to its customers. The award presented to Thermo Fisher Scientific included two categories: Installation Service Representative and Field Service Engineer. The award program, now in its fifth year, rewards organizations that consistently exceed customer expectations and who offer exemplary service to their customers. Omega Management Group, an independent quality auditing firm, judged more than 200 projects from over 50 companies based in the U.S. and abroad in 2005. Each of the award recipients qualified by measuring their customer satisfaction levels at least twice during the year in such categories as technical support, field service, sales process, account management and training. The award recipients are those who, based on survey responses from their own customer base, achieved a 4.0 or above out of a possible 5.0 score in any category measured.
Paul Harris, quality manager for Thermo's scientific instruments division, comments, "We completely understand the importance of offering exceptional customer service. By continually developing our exceptionally talented engineers along with monitoring our customer feedback and satisfaction levels, we are able to ensure that our customers are receiving the highest quality of service possible."
With a history spanning 50 years, Thermo Fisher Scientific offers a broad array of products and services that are backed by one of the largest and most knowledgeable service organizations in the instrument industry. Although the portfolio is extremely diverse, Thermo Scientifics' engineers continue to remain specialized in specific products, and are required to prove their expertise by passing strict certification levels for each product they intend to support. This stringent certification program provides a progressive training channel for engineers to demonstrate and prove skill standards through structured classroom instruction, practical laboratory experience, and on-site mentoring. Recognition of Thermo Scientifics's service has been due largely to the highly knowledgeable team of 1,200-plus certified Thermo engineers who serve more than 125 countries, and who are dedicated to helping customers improve productivity, quality and profitability.
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