Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)

Job Description

Join our Outstanding Team

At Thermo Fisher Scientific, we are dedicated to enabling our customers to make the world healthier, cleaner, and safer. As a Supervisor, Customer Site, you will have the outstanding opportunity to develop a team of on-site staff and support our customers in achieving their scientific goals. With our elite products and services, you will play a key role in ensuring detailed operations and delivering exceptional customer service.

Key Responsibilities:

• Conduct site operations in accordance with the program contract and Statement of Work.
• Lead all aspects of staff in a manner that is consistent with the 4-I values: Integrity, Intensity, Innovation, and Involvement.
• Ensure customer needs are met and high-quality service is delivered through a variety of means, including: staff meetings, evaluating performance, maintaining attendance records, driving efficiency, and measuring and reporting on performance metrics.
• Build and maintain a professional working relationship with clients, service vendors, and Thermo Fisher staff.
• Oversight of the LERT afterhours response program.
• Develop and coordinate standard operating procedures and work instructions for LERT (Laboratory Emergency Response Team) to align with and meet customer objectives.
• Support Practical Process Improvement and focus on improving processes with the goal of providing stellar customer service.
• Support the development of monthly and quarterly business review presentations and participate in the meetings.
• Ensure all compliance and regulatory guidelines are met from our suppliers
• Responsible for inventory management using provided tools.
• Responsible for accurate data input to our Resource Center database including but not limited to service requests and work orders.
• Conduct all service activities to ensure timeliness is line with metrics, accuracy, and quality of the event.
• Escort non badged vendors to lab equipment for maintenance activities.
• Assist with the resolution of billing issues, questions, or credits.
• Track and review field service reports for accuracy.
• Ensure all Thermo Fisher and client security and safety procedures are followed by all vendors.
• Other duties as assigned by Thermo Fisher management.
• Occasional local travel to other Boston Hub sites as applicable to support account needs (< 30%).

• Experience in a customer facing position.
• BS degrees, or similar experience.
• 5+ years service experience or 5+ years relevant Industry experience.

• Work independently and as part of a team to proactively resolve customer issues.
• Build strong, professional client relationships.
• Effective communication and sound decision-making skills.
• Demonstrates effective time management, aligning tasks with business and client priorities.

• Works primarily at customer locations, in office environment to include cubicles and laboratory environments which consist of noise and hazards.
• Physical Activity: Walking, sitting, standing, kneeling, lifting, PC work.
• Depending on area of building, personal protective equipment may be worn to include lab coats, coveralls, facemask, hairnets and/or safety gloves.