Work Schedule

First Shift (Days)

Environmental Conditions

Able to lift 40 lbs. without assistance, Laboratory Setting, Office, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)

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! 

This is your opportunity to work as a Lab Ambassador supporting the Instrument and Enterprise Services (IES) division of Thermo Fisher Scientific.  You will use your service management and relationship building experience to become a critical member of the Unity Lab Services (ULS) team.  In this role you will serve as an on-site Asset Management Resource for a key customer account, providing day-to-day support to meet the ULS and Customer objectives.  The ideal candidate will play a critical role in supporting site initiatives to enhance client satisfaction and account profitability using the resources of Unity Lab Services. 

Responsibilities:

• Conduct site operations in accordance with terms and conditions of program contract and Statement of Work.
• Develop and maintain positive and professional working relationships with clients, service vendors and Thermo Fisher staff.
• Ensure compliance and regulatory guidelines are met specific to laboratory asset management and services program to include all facets of inventory management through provided tools.
• Pre-register, meet and escort engineers into the laboratory, ensuring a smooth transition to and from their work environment.
• Maintain lab equipment service consumables, to include receipt and storage.
• Maintain an accurate and up-to-date inventory of laboratory assets, tracking their condition, maintenance history, and any necessary repairs or replacements.
• Responsible for accurate data input to Resource Center database to include service requests, work orders and purchase order information.
• Support service activities and issues to include, timeliness, accuracy, and quality of the event.
• Obtain and review field service reports and invoices for financial accuracy, technical remediation procedures, and completeness.
• Verify and update the CMMS (Computerized Maintenance Management System) with the most up-to-date information regarding onsite assets and entitlements.
• Support problem resolution and customer concern at account as needed.
• Assist in data collection and analysis of customer service metrics
• Support action plans and tracking mechanisms to drive continuous improvement.
• Adhere to all Thermo Fisher and customer security and safety procedures.
• Participate in PPI project teams as assigned to improve business performance
• Strive for customer satisfaction and loyalty
• Demonstrates our 4I Values (Integrity, Intensity, Involvement and Innovation). 
• Other appropriate duties as assigned
• Travel to multiple client locations as applicable to support account needs

Minimum Requirements/Qualifications:

• Associates degree with 0+ years of experience, or High School Diploma with 2+ years of experience
• Previous customer service experience
• Experience in Life Science or Healthcare environment preferred
• Proficiency with Microsoft Word, Excel, PowerPoint.

Working Conditions:

• Works primarily at customer locations, in office environment to include cubicles and laboratory environments which consist of noise and hazards.
• Interactions will consist of face-to-face meetings, telephone, email, Teams meetings.
• Physical Activity: Walking, sitting, standing, kneeling, couching, lifting, PC work.
• Must possess motor skills appropriate to the task
• 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
• Required to travel by airplane and automobile for meetings and trainings as necessary

Compensation and Benefits

The hourly pay range estimated for this position based in California is $25.12–$37.67.

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs

• Employee assistance and family support programs, including commuter benefits and tuition reimbursement

• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy

• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan

• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards