Customer Site Manager - Lab Operations

Work Schedule

Environmental Conditions

Job Description

When youre part of the team at Thermo Fisher Scientific youll 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 youll be supported in achieving your career goals!

This is your opportunity to work as a 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 critical member of the Unity Lab Services (ULS) this role you will serve as an on-site Asset Management Resource for a key customer account providing day to day management support and technical guidance to meet ULS and Customer objectives. The successful candidate achieves a high level of customer satisfaction account growth and profitability through their own actions and by using ULS resources.

Responsibilities:

• 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 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.
• Strive 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 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.
• Monitor and support service activities and customer concerns to include timeliness accuracy and quality of the event.
• Obtain and review field service reports and invoices for financial accuracy technical remediation procedures and completeness.
• Verify and update the CMMS (Computerized Maintenance Management System) with the most up-to-date information regarding onsite assets and entitlements.
• Meet and escort engineers into the laboratory ensuring a smooth transition into their work environment.
• Support problem resolution and customer concern at account as needed.
• Assist with the resolution of service or billing issues questions or credits.
• Search and provide alternate methods of service or parts in alignment with account strategy and promote alternate service providers.
• 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.
• 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.

Requirements/Qualifications:

• Associates degree in life sciences or equivalent experience; Bachelors degree strongly preferred.
• 3 years of experience in a laboratory operational setting preferably in Agriculture Life Sciences Healthcare Biomedicalor related field.
• Prior experience in asset management and/or managing laboratory operations.
• Experience in managing mentoring and developing employees.
• Excellent customer service skills with prior experience in customer facing positions.
• Ability to make commitments track and communicate progress and follow through until completion.
• Build customer allegiance and strong professional client relationships.
• Effective written and verbal communication skills with the ability to interact with engineers suppliers and internal partners.
• Work independently and proactively to resolve customer issues.
• Excellent time management and ability to prioritize work based on business and client needs.
• Effective problem solving.
• Familiarity with CMMS systems and proficiency in using related software for data management.
• Proficiency with Microsoft Word Excel PowerPoint.
• Demonstrate Thermo Fisher Scientific values Integrity Intensity Innovation and Involvement.
  

Working Conditions:

• Office environment to include cubicles and/or in and around shipping/receiving docks stock rooms storage locations and laboratory environments
• Physical Activity: Walking sitting standing kneeling crouching lifting PC work repetitive motions feeling grasping pulling pushing and hearing.
• May pass through areas where chemical based allergens may be in use (such as penicillin tetracycline etc)
• Personal protective equipment may be worn to include lab coats coveralls hood facemask hairnets and/or safety gloves

Compensation and Benefits

This position may also be eligible to receive a variable annual bonus based on company team and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on which includes:

• A choice of national medical and dental plans and a national vision plan including health incentive programs

• Employee assistance and family support programs including commuter benefits and tuition reimbursement

• At least 120 hours paid time off (PTO) 10 paid holidays annually paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave) accident and life insurance and short- and long-term disability in accordance with company policy

• Retirement and savings programs such as our competitive 401(k) U.S. retirement savings plan

• Employees Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits please visit: Experience:

Manager