Lab IT Service & Support (Waltham)

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 a real-world impact, and you’ll be supported in achieving your career goals!This is your opportunity to work as a Lab Concierge for IT Support within the Instrument and Enterprise Services (IES) division of Thermo Fisher Scientific. You will use your service knowledge, management, and relationship-building experience to become a key member of the Unity Lab Services (ULS) team. In this role you will serve as a primary on-site Asset Management Resource for a key customer account, to facilitate the support of the integration of computerized laboratory instrumentation into the broader Client IT network by working with IT, QC, R&D, and Engineering teams. Responsibilities include problem-solving, and coordinating with vendor technicians and scientists in support of installing, maintaining, and retiring the computerized parts of instruments. Work is to be done within the appropriate quality system (GLP, GMP) and must be detailed and documented according to those quality systems while providing day-to-day management, support, and technical guidance to meet the ULS and Customer objectives. The successful candidate achieves a high level of customer satisfaction, account growth & profitability through their own actions and by demonstrating the resources of ULS. Responsibilities:

Coordinate resolution with vendors (Client IT, Instrument OEMs, other) for issues with PCs connected to Instruments and the Client network. Knowledge of core technologies such as Active Directory, LDAP, firewalls, networking preferred.

Support Client defined processes involving Incidents and Service Requests for laboratory IT related instrumentation in a timely manner.

Provide support with customers and team members in the development of laboratory instrument requirements & plans.

Complete Client risk assessments & test scripts using Client templates ensuring all documentation is completed, based on trained customer processes.

Work closely with Client Quality and Client Security groups to ensure requirements from these fields are met.

Efficiently follow-up with laboratory personnel on a regular basis in relation to laboratory equipment computers to drive a positive customer experience.

Provide clear updates and recommendations to Client Leadership on a regular basis in relation to operational activities to drive continuous improvement.

Conduct site operations in accordance with terms and conditions of program contract and Statement of Work

Drive positive and professional working relationships with clients, service vendors and Thermo Fisher staff along with driving skilled communication

Support the development of quarterly business reviews and participate in meetings to include data collection and analysis of customer metrics.

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.

Supervise all IT service activities and critical issues to include, timeliness, accuracy, and quality of the event.

Adhere to all Thermo Fisher and customer security and safety procedures

Participate in PPI project teams as assigned to improve business performance

Travel to multiple client locations as applicable to support account needs (< 5%)

Minimum Requirements/Qualifications and Experience:

Associate degree in information technology (IT), Computer Science, or related field; or 5+ years of IT service and support.

3+ years’ experience in an IT customer service and support position.

3+ years’ experience in non-lab industrial IT, e.g. healthcare, manufacturing, service, etc.

2+ years’ experience working in a laboratory environment, HPLC platform, and/or knowledge of computerized instrumentation preferred.

Well-developed communication (both verbal and written) & interpersonal skills.

Digital literacy with Microsoft Office products, such as Project, PowerPoint, SharePoint, Excel, and Visio.

Curiosity and a passion for Science and Technology is an advantage. Tinkerers looked upon favorably.

Pharma/Biotech or similarly regulated environment experience. Some knowledge of the Systems Development Life Cycle (SDLC) and GAMP5

Productive. Self-starter with strong bias for action; able to get results.

Ability to make commitments, track and communicate progress, and follow through until completion.

Builds customer allegiance and strong, professional client relationships.

Work independently and proactively to resolve customer issues.

Excellent time management and ability to prioritize work based on business and client needs.

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

Physical Activity: Walking, sitting, standing, kneeling, crouching, lifting, PC work, repetitive motions, feeling, grasping, pulling, pushing, and hearing with physical requires of 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 vital

At Thermo Fisher Scientific, each one of our 125,000 extraordinary minds has a unique story to tell. Join us and together we can contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer! 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.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.