Lab Concierge Specialist

Job Description

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. Whether our customers are accelerating life sciences research, solving sophisticated analytical challenges, growing efficiency in the laboratories, improving patient health through diagnostics or the development and manufacturing of life-changing therapies, we are here to support them.

Location/Division Specific Information

Customer location in Raleigh, North Carolina

How will you make an impact?

• Leverage communication skillset to support team members and key clients
• Drive excellence through clear communication, scientific teamwork, service scope expansion, SLA adherence, development of business metrics, and team management
• Champion innovation and practical process improvement in the program

Responsibilities

• Instills a customer-focused culture that promotes loyalty through the delivery of market leading customer experience.
• 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
• Support glassware activities as needed
• 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?

• High School Diploma or GED required
• Bachelor’s Degree preferred or equivalent combination of two-year degree and experience of laboratory setting.
• Expert on GMP environment preferred
• Proven excellence in developing customer relationships

Knowledge, Skills, Abilities

• Focus on laboratory safety and GXP compliance
• Proficient verbal and written communication skills; including experience writing procedures and presentation skills
• Proficiency in MS Office (with heightened proficiency in Excel) and experience using other computer software programs
• Strong customer service

BENEFITS

We offer competitive remuneration, annual incentive plan bonus scheme, healthcare, and a range of employee benefits! Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation.

At Thermo Fisher Scientific, each one of our 65,000 outstanding minds have a unique story to tell. Join us and contribute to our 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.