Lead Service Support Representative - Cambridge, MA
Thermo Fisher Scientific

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

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

Cambridge, MA / Instrument and Enterprise Services Division

What will you do?

• Act as Lead representative to coordinate lab equipment service, both planned and unplanned
  
• Assist with obtaining quotes from service providers for upcoming service
  
• Manage and track work order requests, including contacting service providers to proactively schedule service in order to meet client Service Level Agreements (SLAs)
  
• Print and assign labels to laboratory equipment ensuring proper identification
  
• Coordinate and prioritize work requests from partners while meeting deadlines
  
• Routine follow-up and coordination / planning with external service technicians
  
• Host visiting service technicians, and ensure expected work is performed as scheduled
  
• Maintain a high level of organization and understanding of the pending work requests, and routinely communicate upcoming schedule to end users
  
• 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
  
• Assist in data collection to support 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 into both client and Thermo Fisher' Enterprise Asset Management system.
  
• Support problem resolution and escalation at account as needed
  
• Monitor all service activities to include, timeliness, accuracy and quality of the event
  
• Adhere to all Thermo Fisher and customer security and safety procedures
  
• Participate in Practical Process Improvement (PPI) project teams as assigned to improve business performance
  
• Other appropriate duties as assigned by leadership.
  

Keys to Success

Minimum Requirements/Qualifications

Education:

• High School Diploma or GED required
  
• Bachelors Degree in a related field is preferred
  

Experience:

• 1+ years of similar experience is required
  
• Experience in a laboratory work setting 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 - Integrity, Intensity, Innovation, and Involvement
  
• 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, monitor and communicate progress and follow through until completion
  

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not an exhaustive list of all the duties and responsibilities associated with this role.

Competitive wages & Excellent benefits package

• Review our company's Total Rewards
  
• Medical, Dental, & Vision benefits-effective Day 1
  
• Paid Time Off & Holidays
  
• 401K Company Match up to 6%
  
• Tuition Reimbursement - eligible after 90 days
  
• Employee Referral Bonus
  
• Employee Discount Program
  
• Recognition Program
  
• Charitable Gift Matching
  
• Company Paid Parental Leave
  

We 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!

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.

---