Thermo Fisher Scientific Scientific Services - Team Lead in Cambridge, Massachusetts

Job Description

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.

Job Title: Site Team Lead: Site Specialist

Position Summary:

Provides work direction to and performs all duties of a Sr. Site Specialist, Site Specialist or Site Service Technician to assure customer satisfaction. Monitors work flow to optimize staffing and services for customer. Acts as a liaison between customer, sales, suppliers, logistics and management using special system knowledge to ensure success of customer relationships.

Essential Functions:

  • Assists in organizing the staff and workload to meet or exceed productivity performance standards for Managed Services. Provides functional supervision to team members by performing site coverage as needed. May assist in the cross training of associates and the training of new hires.

  • Under the direction of the Site Supervisor:

  • Facilitates and directs team meetings.

  • Identifies training and site service personnel skills enhancement opportunities and reports these to the supervisor.

  • Reviews site employee errors and trains/coaches so potential errors are eliminated.

  • Provides daily on-going training.

  • Directs the workflow of the team in support of contractual obligations and in line with established best practices.

  • Acts as subject matter expert to answer employee, customer and sales representative’s questions and resolve problems. Expertise should include detailed knowledge of:

  • customer pricing agreements and relevant systems;

  • work instructions;

  • Standard Operating Procedures; and

  • best practices

  • At the direction of the Supervisor, can be tasked with gathering data to support the maintenance of records that may include, training, data, etc.

  • Assists with data collection, report generation and site metric development in support of contractual obligations and best practice methodologies.

  • Embraces PPI methodologies.

  • Works effectively with a diverse cross functional team.

  • Represents Thermo Fisher Scientific at all times throughout customer locations, professionally and positively.

  • Performs other duties as assigned.

Minimum Requirements/Qualifications:

  • Must possess a High School Diploma

  • Must be able to read, write and speak English

  • Must have three to five years of progressive relevant experience

  • Displays a high level of confidentiality for both customer and Thermo Fisher Scientific

  • Must maintain Thermo Fisher Scientifics’ Four-I Values

Non-Negotiable Hiring Criteria:

  • Must possess leadership skills to be able to provide functional supervision and coaching to staff and be able to show concern for well being and success of others.

  • Must possess a strong desire to serve the customer, and the interpersonal skills to deal with various levels of personnel at the customer site.

  • Must be customer focused to deliver excellent customer service including maintaining a professional appearance at all times.

  • Must possess the operating skills to use hand held scanners and learn to enter data in various systems as necessary.

  • Must be proficient with a computer and the Microsoft Office suite of software.

  • Have demonstrated initiative in previous work experience

  • Expanded tactical thinking that considers the impact on the broader organization

  • Show concern for well being & success of others

  • Must possess a high level of communication skills to provide guidance to others in performing the work, to effectively present information and respond to questions or customer service requests and interact with various levels of the customer’s organization.

  • Must possess analytical skill to be able to provide suggestions for corrective action and preventive customer service.

  • Must be organized and detail oriented to be able to prioritize own and other’s work and meet business productivity metrics.

  • Must be able to apply sound judgment and decision-making skills in dealing with a variety of routine and non-routine issues.

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 at customer location.

  • Extensive walking may be required.

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

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

  • 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 overtime as required

At Thermo Fisher Scientific, each one of our 70,000 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! http://jobs.thermofisher.com

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.

If you are an individual with a disability who requires reasonable accommodation to complete any part of our application process, click here at https://jobs.thermofisher.com/page/show/eeo-affirmative-action-statement#accessibility for further assistance.

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.