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Thermo Fisher Scientific Lab Customer Experience Senior Specialist - Cambridge, MA in Cambridge, Massachusetts

Job Title: Sr. Site Specialist

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.

Location/Division Specific Information

Unity(tm) Lab Services is a business segment that supports the Customer Channels Group, which provides critical outsourced on-site services at customer locations.

This position is located in Cambridge, MA.

How will you make an impact?

This position is focused on service delivery excellence for UnityTM Lab Services. Specific activities relative to the job function could include the portfolio of services provided including order entry, order management, operating customer procurement systems, stockroom services, material handling, shipping/receiving, chemical tracking, and glasswash operations. May also include lab-based tasks including media/reagent preparation and cell culture support operations.

What will you do?

  • Working within Computerized Maintenance Management System (CMMS), to providing updates to equipment work order records

  • Coordinate scheduling of equipment with internal customer and external vendors as applicable including generating and tracking of monthly PMs due lists.

  • Coordinate with local vendors for courier drop off and site pick up for equipment relocation

  • Maintain CMMS records for incoming equipment including vendor service records, equipment trackers, and equipment pick up records.

  • Perform vendor escorting for work site activities

  • Support the procurement of materials for equipment management such as lab consumables

  • Track equipment inventory and disposition within lab space though end of lifecycle

  • Generate client requested reports as requested, including open work orders, work order status, and pending service requests

  • Extensive Customer Service including prompt response to all service status requests

  • Experience in laboratory and in GXP environments

  • Utilization of Good Documentation Practices in all record keeping

  • Maintaining metric data for work performed

  • May include cross training in additional functional areas such as Glassware, Media and Buffer preparation, Cell Culture Support, and Inventory Management services

  • Promote a safe work environment through various safety initiatives within functional area

  • Participate in individual or group projects that can include, cost savings analysis, learning groups, writing job training methods, and leading team meetings

  • Serve as the first point of contact for any Glassware, Inventory, Media and Shipping/Receiving matters or concerns, including Media quality, Service Level Agreements, and staff interactions

  • Report internal/external metrics to Site Supervisor/Sr. Manager

  • Maintain safety awareness, by maintaining and authoring Work Instructions, assisting with Job Hazard Assessments, and performing PPE assessments

  • Provide technical expertise and training to ULS staff

  • Follow well defined procedures as outlined by Best Practices, SOP's & work instructions. Take direction from Site Supervisor/Sr. Manager regarding daily duties.

  • Independently makes decisions and utilizes available resources to meet customer requirements.

  • Analyzes/maintains/reconciles various customer and Thermo Fisher reports to ensure customer and Thermo Fisher requirements are met.

  • Demonstrates proficiency at capturing, presenting and explaining job or site specific performance metrics

  • Communicates any customer issues or potential problems

  • Promotes personal growth and development by staying abreast of new policies and enhancements without the presence of site trainer and management team

  • Listens to customer concerns, effectively diffuses dissatisfaction, and quickly identifies course of action with a goal of first call resolution within established turnaround times

  • Works effectively with a diverse cross-functional team

  • Embraces Practical Process Improvement (PPI) methodologies

  • Access & utilize Thermo Fisher Scientifics' Intranet and SharePoint document management system.

  • Positively represent Thermo Fisher Scientific at all times throughout customer locations.

  • Attend required training sessions.

  • Participate in projects and perform other duties as assigned.

How will you get here?

  • Must possess a High School Diploma/GED

  • Associates/Bachelors preferred

Knowledge, Skills, Abilities

  • Demonstrated verbal, written and presentation skills

  • 2-3 years of progressive relevant experience preferred

  • Must maintain Thermo Fisher Scientifics' Four-I Values

  • Experience in laboratory setting or services preferred

  • Experience in GXP environment preferred

  • Proven excellence in customer service skills

  • Detail oriented, problem solver, promotes team environment

  • Computer/software skills (i.e. Outlook, Excel, Word, PowerPoint)

  • Strong communication skills and proactive approach in all duties

  • Ability to instantly adapt to a flexible and changing schedule

  • Demonstrate a sense of urgency in completing work assignments.

  • Good time management and organizational skills

  • Must be able to work overtime as required

Working Conditions:

  • Works primarily at customer locations, in office environment to include cubicles and/or in and around shipping/receiving docks, stock rooms, storage locations and laboratory environments

  • May be required to work independently within customer location

  • Extensive walking/standing may be required for 75-85% of the day

  • May pass through areas where chemical based allergens may be in use (such as penicillin, tetracycline, etc)

  • Must possess motor skills appropriate to the task

  • Must be able to lift, push and pull 30-40 pounds consistently; may be required to lift 50 lbs.

  • May be able to use material handling equipment such as push carts and pallet jacks

  • Depending on area of building, personal protective equipment may be worn to include lab coats, coveralls, hood, facemask, hairnets and/or safety gloves

  • Some areas require steel toe shoes, bump hats and/or safety glasses

  • Must be able to work hours required to get the job done

At Thermo Fisher Scientific, each one of our 75,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission-enabling our customers to make the world healthier, cleaner and safer.

Apply today!

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.

Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.