Responsibilities:
* Conduct site operations in accordance with terms and conditions of program contract and Statement of Work
* Support 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.
* Strive for customer satisfaction and loyalty
* Support the development of quarterly business reviews and participate in meetings as required.
* Assist in data collection and analysis of customer metrics to include but not limited to financials, compliance, growth, and profitability.
* Support action plans and tracking mechanisms to drive 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.
* Monitor and support service activities and customer concerns to include, timeliness, accuracy, and quality of the event
* Interact with customers and vendors to schedule site service visits.
* Meet and escort engineers into the laboratory, ensuring a smooth transition into their work environment.
* 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 service activity.
* Support problem resolution and customer concern at account as needed.
* Assist with the resolution of service or billing issues, questions or credits.
* Search and provide alternate methods of service or parts in alignment with account strategy and promote alternate service providers.
* Follow established, approved procedure for high dollar repairs, issue High Dollar numbers and monitor high dollar repairs as they progress up to and including call follow up.
* Adhere to all Thermo Fisher and customer security and safety procedures.
* Participate in PPI project teams as assigned to improve business performance.
* Other appropriate duties as assigned by Thermo Fisher management.
* Travel to multiple client locations as applicable to support account needs.
Minimum Requirements / Qualifications :
* Fluent in the English language
* 1-2 years of Industry experience in one or more of the following areas: Agriculture, Life Sciences, Healthcare, Biomedical or related field.
* Familiarity with CMMS systems and proficiency in using related software for data management.
* Experience in a customer-facing position
* Ability to make commitments, track and communicate progress, and follow through until completion.
* Builds customer allegiance and strong, professional client relationships.
* Effective communication skills, both written and verbal, to interact with engineers, suppliers, and internal partners.
* Work independently and proactively to resolve customer issues.
* Excellent time management and ability to prioritize work based on business and client needs.
* Effective problem solving
* Proficiency with Microsoft Word, Excel, PowerPoint.
* Demonstrate Thermo Fisher Scientific values – Integrity, Intensity, Innovation and Involvement.
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 within customer location
* 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.
* 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
* Required to travel by airplane and automobile for meetings and training as necessary.
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