Job Description

Work Schedule

Environmental Conditions

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Location/Division Specific Information

Located in West Greenwich, RI

Discover Impactful Work:

This position is focused on service delivery excellence for UnityTM Lab Services – a division of Thermo Fisher responsible for providing onsite services at customers locations. We provide services at over 400 customer sites globally. This position directly supports our onsite clients by facilitating Lab Concierge Services – interfacing daily with lab end users, field service engineers, and other integrated service providers to ensure operations of lab equipment.

A day in the Life:

• Working within Computerized Maintenance Management System (CMMS), to providing updates to equipment work order records. Maintaining CMMS records for incoming equipment including vendor service records, equipment trackers, and equipment pick up records. Coordinate scheduling of equipment with internal customer and external vendors as applicable including generating and tracking of monthly PMs due lists.
• Perform vendor escorting for work site activities
• Support the procurement of materials for equipment management such as lab consumables
• Generate client requested reports as requested, including open work orders, work order status, and pending service requests
• Extensive Customer Service including timely response to all service status requests. Independently makes decisions and applies available resources to meet customer requirements and communicates any customer issues or potential problems
• Serve as the first point of contact for any lab support service questions
• Maintain safety awareness, by maintaining and authoring Work Instructions and performing PPE assessments. Promote a safe work environment through various safety initiatives within functional area. Following well defined procedures as outlined by Best Practices, SOP’s & work instructions. Take direction from Site Supervisor/Sr. Manager regarding daily duties.
• Promotes personal growth and development by staying abreast of new policies and improvements 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 optimally with a diverse cross-functional team
• Embraces Practical Process Improvement (PPI) methodologies
• Positively represent Thermo Fisher Scientific at all times throughout customer locations.
• Attend required training sessions.

How will you get here?

Education

• Must possess a High School Diploma/GED
• Associates/Bachelors preferred

Experience

• Laboratory and in GXP environments experience
• Utilization of Good Documentation Practices in all record keeping
• 2-3 years of progressive relevant experience preferred
• 2+ years in customer service environment

Knowledge, Skills, Abilities

• Demonstrated verbal, written and presentation skills. Proven excellence in client service. Strong communication skills and proactive approach in all duties
• Must maintain Thermo Fisher Scientifics’ Four-I Values
• Computer/software skills (i.e. Outlook, Excel, Word, PowerPoint)
• Strong analytical, detail oriented, and critical thinking abilities to problem solve, make timely decisions, and coordinate multiple overlapping priorities, while functioning in a fast paced team environment
• 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
• 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)
• 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

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.

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