Thermo Fisher Scientific - Norwood, MA
posted 3 months ago
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 Site Manager within the Instrument and Enterprise Services (IES) division of Thermo Fisher Scientific. In 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 the Unity Lab Services (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 the resources of Unity Lab Services. Additionally, the ideal candidate will be a skilled communicator and effectively develop and maintain positive working relationships with vendors. A typical day in this role includes conducting site operations in accordance with the terms and conditions of the program contract and Statement of Work. You will support the overall account strategy to achieve annual operating plan goals for revenue, growth, margin expansion, and account retention. Developing and maintaining positive and professional working relationships with clients, service vendors, and Thermo Fisher staff is crucial. You will strive for customer satisfaction and loyalty, support the development of quarterly business reviews, and participate in meetings as required. Furthermore, you will assist in data collection and analysis of customer metrics, ensuring compliance with regulatory guidelines specific to asset management and services programs, and accurately input data into the Resource Center database. Your responsibilities will also include monitoring and supporting service activities and customer concerns, interacting with customers and vendors to schedule site service visits, and ensuring a smooth transition for engineers entering the laboratory. You will verify and update the Computerized Maintenance Management System (CMMS) with the most up-to-date information regarding onsite assets and service activity, support problem resolution, and assist with service or billing issues. Adhering to all Thermo Fisher and customer security and safety procedures is essential, as is participating in PPI project teams to improve business performance. This role may require travel to multiple client locations as applicable to support account needs.