Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Laboratory Setting, Office

Job Description

Lead Service Support Representative

As part of the Thermo Fisher Scientific team, you'll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world's toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

• Support vendor scheduling and lab escorting to ensure timely completion of rendered services.
• Support work order management and blocking issues using IBM Maximo asset management software.
• Use inventory tools to collect asset data in laboratory environments and maintain strong data quality.
• Export and analyze data for accurate cleansing to prepare for submission.
• Ensure complete and accurate data input to the asset management database.
• Support asset utilization deployment efforts for SmartCapture product - drive connectivity resolution and solutioning.
• Develop and maintain positive and professional working relationships with clients and Thermo Fisher staff.
• Ensure customer satisfaction, loyalty, and overall asset data integrity and accuracy.
• Develop action plans and supervising mechanisms to drive continuous improvement.
• Ensure all compliance and regulatory guidelines are met specific to asset management and services programs.
• Drive problem resolution as needed.
• Adhere to all Thermo Fisher and customer security and safety procedures.
• Identify and demonstrate opportunities for other Thermo Fisher products and services.
• Participate or lead PPI project teams to improve business performance.
• Perform other appropriate duties as assigned by Thermo Fisher management.

• High School Diploma or equivalent required; Associate degree preferred.
• 3+ years of experience in a laboratory operational setting preferred (equivalent combinations of education, training, and relevant work experience may be considered).
• Experience in Life Sciences, Healthcare, or related fields.
• Previous customer service experience preferred.
• Proficiency in reading, writing, and speaking English.
• Display a high level of confidentiality.
• Strong desire to serve the customer and deliver excellent customer service.
• Organizational skills to multi-task and meet timelines.
• Proficiency with computers and Microsoft Office suite, especially Excel.

• 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