Product Support Associate II

Work Schedule

Environmental Conditions

Job Description

Job Description

At Thermo Fisher Scientific youll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life enabling our customers to make the world healthier cleaner and safer. We provide our teams with the resources needed to achieve individual career goals while taking science a step beyond through research development and delivery of lifechanging therapies. With clinical trials conducted in 100 countries and ongoing development of novel frameworks for clinical research through our PPD clinical research portfolio our work spans laboratory digital and decentralized clinical trial services. Your determination to deliver quality and accuracy will improve health outcomes that people and communities depend on now and in the future.

Location/Division Specific Information

In our Medical Communication Team We deliver outstanding service. We work to improve patient health by supplying highquality medical information services on behalf of our clients to patients healthcare providers and other client stakeholders. We lead medical information inquiries document adverse events and product complaints support product launches and help clients set up successful medical communications operations in a sophisticated global environment.

Discover Impactful Work:

TheCustomer Assistance Specialistprovides highquality customer service to client customers including consumers healthcare professionals (HCPs) and client personnel. Identifies adverse events (AEs) and product complaints (PCs). Processes fulfillment (e.g. mail fax email) and performs administrative responsibilities as needed.

A day in the Life:

• The working shift for this position is variable and rotates weekly between 6:00 pm. 6:00 am. Weekends holidays and on call shifts are required.
• Details interactions according to PPD and client guidelines. Identifies AEs events and PCs.
• Maintains knowledge of policies and procedures including client products SOPs protocols GCPs and all applicable regulatory requirements.
• Processes medical information request (e.g. fulfillment) via email; fax and regular mail.
• Performs line checks and system verifications and generate reports.
• Performs other duties as assigned.

Keys to Success:

Education

• High School diploma / Secondary school diploma or equivalent and relevant formal academic /vocational qualification

Experience

• Previous experience that provides the knowledge skills and abilities to perform the job (comparable to at least 2 years) or equivalent combination of education training & experience
• Good to Excellent English communication skills
• In some cases an equivalency consisting of a combination of appropriate education training and/or directly related experience will be considered sufficient for an individual to meet the requirements of the role.

Knowledge Skills Abilities

• Excellent organizational skills
• Strong attention to detail
• Ability to balance multiple tasks
• Effective verbal and written communication skills
• Excellent problemsolving skills
• Excellent language skills (comprehension speaking reading and writing); Proficiency skills in a second language may be required
• Excellent computer and keyboarding skills
• Time management skills
• Excellent interpersonal skills
• Ability to work in a team environment and/or independently as needed
• Proven confidence and initiative
• Flexibility

Physical Requirements / Work Environment

Thermo Fisher Scientific values the health and wellbeing of our employees. We support and encourage individuals to build a healthy and balanced environment where they can thrive. Below is listed the working environment/requirements for this role:

• Ability to access and use a variety of computer software developed both inhouse and offtheshelf
• Ability to communicate information and ideas so others will understand; with the ability to listen to and understand information and ideas presented through spoken words and sentences
• May interact with others relating and capturing critical information. Interaction includes diverse groups
• Works with mentorship or reliance on oral or written instructions from management. May require periods of driven concentration
• Performs a wide range of variable tasks as instructed by variable demands and changing conditions with little predictability as to the occurrence.