P-332780 Lead Service Support Representative

4 days left

Recruiter
Thermo Fisher
Location
England
Salary
Competitive
Posted
27 Jul 2017
Expires
24 Aug 2017
Contract Type
Permanent
Hours
Full Time
Job Description
Job Title: Associate Site Manager
Location: Cambridge, MA

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with revenues of $17 billion and approximately 50,000 employees in 50 countries. Our mission is to enable our customers to make the world healthier, cleaner and safer. We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics and increase laboratory productivity. Through our premier brands Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific and Unity Lab Services we offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive support. Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with revenues of $17 billion and approximately 50,000 employees in 50 countries. Our mission is to enable our customers to make the world healthier, cleaner and safer. We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics and increase laboratory productivity. Through our premier brands Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific and Unity Lab Services we offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive support. Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with revenues of $17 billion and approximately 50,000 employees in 50 countries. Our mission is to enable our customers to make the world healthier, cleaner and safer. We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics and increase laboratory productivity. Through our premier brands Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific and Unity Lab Services we offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive support.When youre part of the team at Thermo Fisher Scientific, youll do important work, and youll be valued and recognized for your performance. With talented managers and inspiring coworkers to support you, youll find the resources and opportunities to make significant contributions to the world.

About Us- Unity Lab Services

We are a single source for integrated services, support and asset management for laboratory customers to maximize operational productivity.

The Associate Site Manager manages work orders in customers Asset Management Database and site inventory. This position plays a critical role in supporting site initiatives to enhance client satisfaction, account profitability and retention. The ideal candidate will be a skilled communicator and effectively develop and maintain positive working relationship with vendors. The successful candidate will be working within an established team, providing continued success to a key account.

Key Responsibilities:

Conduct site operations in accordance with terms and conditions of program contract and Statement of Work
Execute on account strategy to achieve annual operating plan goals for revenue, growth, margin expansion, and account retention.
Manage Work Orders in customer Asset Management software to align with Thermo Fisher Scientific records, including Work Order completion & Inventory accuracy.
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.
Drive continuous improvement through the execution of action plans and inventory tracking mechanisms
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.
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.
Obtain and review field service reports and invoices for financial accuracy, technical remediation procedures, and completeness.
Search and provide 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.
Other appropriate duties as assigned by Thermo Fisher management.
Travel to multiple client locations as applicable to support account needs (

Minimum Requirements/Qualifications:

Associates degree or equivalent experience
Experience in a customer facing position
Proficient PC skills and ability to effectively use Windows based software.

  • Lab experience
  • Life sciences experience

  • Preferred Qualifications:

    Experience in Life Sciences or Healthcare environment

    Non-Negotiable Hiring Criteria:

    Excellent time management and ability to prioritize work based on business and client needs.
    Ability to make commitments, track and communicate progress, and follow through until completion.
    Effective verbal and written communication skills
    This position has not been approved for Relocation Assistance.



    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.