Laboratory Asset - Associate Site Manager

Life Technologies - Norwood, MA

Full-time

Norwood, MA

10,001+ employees

Miscellaneous Manufacturing

About the position

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 a Laboratory Asset - Associate Site Manager within the 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) team. In this role, you will serve as an on-site Asset Management Resource for a key customer account, providing day-to-day support to meet the ULS and Customer objectives. The ideal candidate will play a critical role in supporting site initiatives to enhance client satisfaction and account profitability using the resources of Unity Lab Services. You will conduct site operations in accordance with the terms and conditions of the program contract and Statement of Work. Developing and maintaining positive and professional working relationships with clients, service vendors, and Thermo Fisher staff will be essential. You will support compliance and regulatory guidelines specific to asset management and services programs, including all facets of inventory management through provided tools. Your responsibilities will include accurate data input to the Resource Center database, supporting service activities, obtaining and reviewing field service reports, and maintaining an accurate inventory of laboratory assets. Additionally, you will meet and escort engineers into the laboratory, support problem resolution and customer concerns, assist in data collection and analysis of customer metrics, and participate in PPI project teams to improve business performance. Striving for customer satisfaction and loyalty while demonstrating our 4I Values (Integrity, Intensity, Involvement, and Innovation) will be key aspects of your role. Other appropriate duties may be assigned as needed, and travel to multiple client locations may be required to support account needs.

Responsibilities

• Conduct site operations in accordance with terms and conditions of program contract and Statement of Work.
• Develop and maintain positive and professional working relationships with clients, service vendors, and Thermo Fisher staff.
• Support compliance and regulatory guidelines 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 service activities and issues 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.
• Maintain an accurate and up-to-date inventory of laboratory assets, tracking their condition, maintenance history, and any necessary repairs or replacements.
• 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.
• 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.
• Assist with the resolution of service or billing issues, questions, or credits.
• Support action plans and tracking mechanisms to drive continuous improvement.
• 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.
• Strive for customer satisfaction and loyalty.

Requirements

• Minimum HS Diploma; Associates degree highly preferred.
• 2 years minimum customer service experience.
• Experience in Life Science or Healthcare environment preferred.
• Proficiency with Microsoft Word, Excel, PowerPoint.

Benefits

• 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.