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
This position is focused on service delivery excellence for UnityTM Lab Services. A division of Thermo Fisher responsible for providing onsite services at customers locations. We provide services at over 400 customer sites globally.
This position is located in Cambridge, MA.

What will you do?

• Manage lifecycle of instrumentation, including purchasing, onboarding, installation services and/or retirement. Including, but not limited to:
  • Assist with obtaining quotes from suppliers for new equipment
  • Manage and track purchase orders
  • Print and assign labels to laboratory equipment ensuring proper identification
  • Track multiple projects in accordance to stakeholder deadlines
  • Work closely with client Facilities’ team to coordinate installation and reconfiguration of laboratory space
  • Routine follow-up and coordination / planning with external service technicians
• 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 (AOP) 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
• Responsible 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
• Responsible for accurate data input to Resource Center database to include service requests, work orders and purchase order information
• Responsible for accurate data input into client Enterprise Asset Management system
• Support problem resolution and escalation at account as needed
• Monitor all service activities and escalations to include, timeliness, accuracy and quality of the event
• Monitor and maintain up-to-date service and financial documents for service contracts. Ensure vendor compliance
• Assist with the resolution of service or billing issues, questions or credits.
• Search and provide alternate methods of Instrumentations, service or parts in alignment with account strategy and promote alternate service providers with an emphasis on Thermo Fisher Scientific
• Adhere to all Thermo Fisher and customer security and safety procedures
• Support opportunities to identify and leverage other Thermo Fisher products and service
• Participate in Practical Process Improvement (PPI) project teams as assigned to improve business performance
• Other appropriate duties as assigned by Thermo Fisher management

How will you get here?

• High School Diploma/GED Required
• Bachelor’s Degree preferred

Knowledge, Skills, Abilities

• Intermediate level user of Microsoft Outlook, Word, Excel, PowerPoint
• Be able to lift, push and pull 30-40 pounds consistently; may be required to lift 50 pounds
• Must maintain Thermo Fisher Scientifics’ Four-I Values
• Must possess a strong desire to serve the customer and the interpersonal skills to deal with various levels of personnel at the customer site.
• Must deliver excellent customer service to include maintaining a professional appearance at all times.
• Must possess the organizational skills to multi-task and meet deadlines as needed.
• Must be able to work independently and proactively to resolve customer issues
• Must be capable of building strong, professional client relationships
• Must be team oriented
• Excellent time management skills required and ability to prioritize work based on business and client needs
• Ability to make commitments, track and communicate progress and follow through until completion

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.

Apply today! http://jobs.thermofisher.com

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.