Supervisor, Customer Site

Job Description

About Thermo Fisher Scientific!

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 impact, and you’ll be supported in achieving your career goals.

How will you make an impact

This is your opportunity to use your service management and relationship building experience to become a key member of the North America Unity Lab Services (ULS) team. In this role you will serve as the primary on-site Asset Management Resource for a key customer account, providing day to day management, support, and technical mentorship to meet the ULS and Customer objectives. The successful candidate achieves a high level of customer happiness, account growth & profitability through their own actions and by using the resources of Unity Lab Services.

What you will do:

• Drive and maintain overall account strategy to achieve annual operating plan goals for revenue, growth, margin expansion, and account retention
• Develop and maintain positive and professional working relationships with clients, service vendors and Thermo Fisher staff
• Lead site operations in accordance with terms and conditions of program contract and Statement of Work
• Develop and partner to present quarterly business reviews to clients
• Responsible for driving Key Performance Indicators and reporting all customer metrics to include but not limited to Service performance, Quality compliance, growth, and profitability
• Analyze account performance and customer metrics driving improvement / action plans for successful continuous improvement
• Ensure that all compliance and regulatory guidelines are met 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
• Owns problem resolution and customer concerns for site
• Lead and Direct all service activities and needs to include, timeliness, accuracy, and quality of the event
• Maintain up-to-date service and financial documents for service contracts. Ensure vendor compliance
• Resolve service or billing issues, questions or credits
• Acquire and review field service reports and invoices for financial accuracy, technical remediation procedures, and completeness
• Search and provide alternate methods of service or parts in alignment with account strategy and promote alternate service methods as needed
• Monitor and maintain appropriate approval procedures related to services costs and customer guidelines.
• Travel to multiple client locations as applicable to support account needs.
• Other appropriate duties as assigned

• How will you get here

• Bachelor’s degree or four years equivalent experience required
• 3+ years of experience in one or more of the following areas: Life Sciences, Healthcare, Biomedical or related field
• 3+ years of previous account and/or project management experience preferred
• Preferred field service experience (technical) or strong service knowledge

Knowledge, Skills, Abilities

• Excellent verbal and written communication skills
• Experienced in achieving customer satisfaction and growing customer base
• Physical Activity: Walking, sitting, standing, kneeling, crouching, lifting, PC work, repetitive motions, feeling, grasping, pulling, pushing, and hearing
• Level of Physical Requirements: Light to medium work
• Level of Visual Acuity: Clerical, professional, administrative

At Thermo Fisher Scientific, our work has a purpose. Our work requires passion and builds relevant outcomes. Our work matters. We're sharing our expertise and technological advancements with customers whether they're discovering a cure for cancer, protecting the environment or making sure our food is safe. Our people share a common set of values - Integrity, Intensity, Innovation and Involvement. We work together to accelerate research, solve sophisticated analytical challenges, improve patient diagnostics, drive innovation and increase laboratory efficiency.

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.