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Job DescriptionAs a part of 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!Location/Division Specific InformationUnity Lab Services provides a single source for coordinated lab service, support, and supply management. Our customized service offerings and world-class service experts have the flexibility and experience to uniquely address our customer’s laboratory's business needs.How will you make an impact?This position is passionate about customer service and the inventory management aspects of Managed Services. Activities could include: stockroom / POU management, dispensing of product, and direction / coordination of affiliated stockroom activities. This role will apply the functionality of systems and applications such as: ULS IM, PacTrac, SciQuest programs. Customer interface communication skills are required. It is also encouraged that this position will have an understanding of performance metrics, and the ability to assemble vital data pertaining to individuals or team activities. Data integrity and attention to detail are paramount.Position Summary:Provides work direction to and performs all duties of a Sr. Site Specialist, Site Specialist or Site Service Technician to assure customer happiness. Monitors work flow to optimize staffing and services for customer. Acts as a liaison between customer, sales, suppliers, logistics and management using special system knowledge to ensure success of customer relationships.Essential Functions:
Assists in coordinating the staff and workload to meet or exceed efficiency performance standards for Managed Services. Provides functional supervision to team members by performing site coverage as needed. May assist in the cross training of associates and the training of new hires.
Facilitates and leads team meetings.
Identifies training and site service personnel skills improvement opportunities and report to the supervisor.
Reviews site employee errors and trains/coaches so potential errors are eliminated.
Provides daily ongoing training.
Advise the workflow of the team in line with established standard processes.
Acts as subject matter authority to answer employee, customer and sales representative’s questions and resolve problems.
Expertise should include:
Detailed knowledge of customer pricing agreements and relevant systems.Work instructions, Standard Operating Procedures, & Best Practices.
Assists with data collection, report generation and site metric development in support of contractual obligations and best practice methodologies.
Embraces PPI methodologies.
Works optimally with a diverse cross functional team.
Performs other duties as assigned.
Minimum Requirements/Qualifications:
Must possess a High School Diploma. College preferred.
Must be able to read, write and speak English.
Must have three to five years of progressive proven experience.
Displays a high level of confidentiality for both customer and Thermo Fisher.
Must maintain Thermo Fisher Scientifics’ Four-I Values.
Non-Negotiable Hiring Criteria:
Have a strong desire to serve the customer, and the interpersonal skills to deal with various levels of personnel at the customer site.
Must deliver excellent customer service to include maintaining a professional appearance at all times.
Must possess the operating skills to use hand held scanners and learn to enter data in various systems as necessary.
Must be proficient with a computer and the Microsoft Office suite of software.
Demonstrates basic leadership concepts.
Have demonstrated initiative in previous work experience.
Expanded tactical thinking that considers the impact on the broader organization.
Show concern for well being & success of others.
Must possess a high level of communication skills to provide guidance to others in performing the work, to effectively present information and respond to questions or customer service requests and interact with various levels of the customer’s organization.
Must be able to provide suggestions for corrective action and preventive customer service.
Must be organized and detail oriented to be able to prioritize own and other’s work and meet business efficiency metrics.
Must be able to apply good judgment and decision-making skills in dealing with a variety of routine and non-routine issues.
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.
Extensive walking required.
Able to lift, push and pull 30-40 pounds consistently; may be required to lift 50 lbs
May pass through areas where chemical based allergens may be in use (such as penicillin, tetracycline, etc.).
Able to use material handling equipment such as push carts, pallet jacks, and forklifts.
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.
Able to work overtime as required.
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.
Full-time