Work Schedule

Environmental Conditions

Job Description

When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals!

Location/Division Specific Information

Norwood, MA - Number of openings, 2

Cambridge, MA - Number of openings, 1

Marlborough, MA - Number of openings, 1

Instrument and Enterprise Services Division

Discover Impactful Work:

This is your opportunity to work as a Laboratory Asset Site Manager within Instrument and Enterprise Services (IES) division of Thermo Fisher Scientific. You will use your service management and relationship building experience to become a critical member of the Unity Lab Services (ULS) team. In this role you will serve as an on-site Asset Management Resource for a key customer account, providing day to day management, support, and technical guidance to meet the ULS and Customer objectives. The successful candidate achieves a high level of customer satisfaction, account growth & profitability through their own actions and by using the resources of Unity Lab Services. Also, the ideal candidate will be a skilled communicator and effectively develop and maintain positive working relationship with vendors.

A Day in the Life:

• Conduct site operations in accordance with terms and conditions of program contract and Statement of Work
• Support overall account strategy to achieve annual operating plan goals for revenue, growth, margin expansion, and account retention.
• Develop and maintain positive and professional working relationships with clients, service vendors and Thermo Fisher staff.
• Strive for customer satisfaction and loyalty
• Support the development of quarterly business reviews and participate in meetings as required.
• Assist in data collection and analysis of customer metrics to include but not limited to financials, compliance, growth, and profitability.
• Support action plans and tracking mechanisms to drive continuous improvement.
• Ensure that all compliance and regulatory guidelines are met specific to asset management and services program to include all facets of inventory management through provided tools.
• Responsible for accurate data input to Resource Center database to include service requests, work orders and purchase order information.
• Monitor and support service activities and customer concerns to include, timeliness, accuracy, and quality of the event
• Interact with customers and vendors to schedule site service visits.
• Meet and escort engineers into the laboratory, ensuring a smooth transition into their work environment.
• Obtain and review field service reports and invoices for financial accuracy, technical remediation procedures, and completeness.
• Verify and update the CMMS (Computerized Maintenance Management System) with the most up-to-date information regarding onsite assets and service activity.
• Support problem resolution and customer concern at account as needed.
• Assist with the resolution of service or billing issues, questions or credits.
• Search and provide alternate methods of service or parts in alignment with account strategy and promote alternate service providers.
• Follow established, approved procedure for high dollar repairs, issue High Dollar P.O. numbers and monitor high dollar repairs as they progress up to and including call follow up.
• Adhere to all Thermo Fisher and customer security and safety procedures.
• Participate in PPI project teams as assigned to improve business performance.
• Other appropriate duties as assigned by Thermo Fisher management.
• Travel to multiple client locations as applicable to support account needs.

Keys to Success:

Education

• Associates degree or equivalent experience; Bachelor’s degree strongly preferred.

Experience

• 1 year min. previous Industry experience required in one or more of the following areas: Agriculture, Life Sciences, Healthcare, Biomedical or related field.
• Experience in a customer facing position

Knowledge, Skills, Abilities

• Fluent in the English language
• Familiarity with CMMS systems and proficiency in using related software for data management.
• Ability to make commitments, track and communicate progress, and follow through until completion.
• Builds customer allegiance and strong, professional client relationships.
• Effective communication skills, both written and verbal, to interact with engineers, suppliers, and internal partners.
• Work independently and proactively to resolve customer issues.
• Excellent time management and ability to prioritize work based on business and client needs.
• Effective problem solving
• Proficiency with Microsoft Word, Excel, PowerPoint.
• Demonstrate Thermo Fisher Scientific values – Integrity, Intensity, Innovation and Involvement.

Working Conditions:

• Works primarily at customer locations, in office environment to include cubicles and/or in and around shipping/receiving docks, stock rooms, storage locations and laboratory environments
• May be required to work independently within customer location
• Physical Activity: Walking, sitting, standing, kneeling, crouching, lifting, PC work, repetitive motions, feeling, grasping, pulling, pushing, and hearing.
• Level of Physical Requirements: Light to medium work.
• Level of Visual Acuity: Clerical, professional, administrative.
• May pass through areas where chemical based allergens may be in use (such as penicillin, tetracycline, etc)
• Depending on area of building, personal protective equipment may be worn to include lab coats, coveralls, hood, facemask, hairnets and/or safety gloves
• Some areas require steel toe shoes, bump hats and/or safety glasses
• Must be able to work hours required to get the job done
• Required to travel by airplane and automobile for meetings and training as necessary.

At Thermo Fisher Scientific, each one of our 100,000 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.