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.

This is your opportunity to work as an Associate 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 key member of the Unity Lab Services (ULS) team. The ideal candidate will play a critical role in supporting site initiatives to enhance client satisfaction and account profitability leveraging the resources of Unity Lab Services.

Responsibilities:

• Conduct site operations in accordance with terms and conditions of program contract and Statement of Work.
• Support administrative work order management processes, from beginning to completion of work orders.
• Develop and maintain positive and professional working relationships with clients, service vendors and Thermo Fisher staff.

• 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.
• Support 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.
• Support problem resolution and escalation at account as needed.
• Support service activities and escalations to include, timeliness, accuracy, and quality of the event.
• Support service and financial documents for service contracts. Ensure vendor compliance.
• Assist with the resolution of service or billing issues, questions or credits.
• Obtain and review field service reports and invoices for financial accuracy, technical remediation procedures, and completeness.
• Search and suggest alternate methods of service or parts in alignment with account strategy and promote alternate service providers with an emphasis on Thermo Fisher Scientific MVS.
• 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.
• Support opportunities to identify and leverage other Thermo Fisher products and services.

• Participate in PPI project teams as assigned to improve business performance
• Maintain high levels of customer allegiance leveraging CAS survey results for continuous improvement
• Demonstrates our 4I Values (Integrity, Intensity, Involvement and Innovation).
• Other appropriate duties as assigned
• Travel to multiple client locations as applicable to support account needs (< 5%).

Minimum Requirements/Qualifications:

• Associates degree or equivalent
• Previous customer service experience
• Experience in Life Science or Healthcare environment preferred
• Proficiency with Microsoft Word, Excel, PowerPoint.

Working Conditions:

• Works primarily remote but will require travel and working at customer locations, in office environment to include cubicles and laboratory environments which consist of noise and hazards.
• Interactions will consist of face-to-face meetings, telephone, email, online meetings.
• Physical Activity: Walking, sitting, standing, kneeling, couching, lifting, PC work.
• Must possess motor skills appropriate to the task
• May be able to use material handling equipment such as push carts and pallet jacks
• Depending on area of building, personal protective equipment may be worn to include lab coats, coveralls, hood, facemask, hairnets and/or safety gloves
• Required to travel by airplane and automobile for meetings and trainings as necessary

At Thermo Fisher Scientific, each one of our 60,000 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