Lead Customer Service Administrator
Thermo Fisher Scientific

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

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.

Location/Division Specific Information:

Customer location Discover Impactful Work:

We are seeking an individual to perform work order processing for Unity Lab Services. Specific activities relative to the job function could include escorting vendors to equipment/instruments, work order management and processing, order entry, order management, and operating customer procurement systems.

A day in the Life:

Work within Computerized Maintenance Management System (CMMS) to lead work orders and assets by making updates, requesting changes, routing workflows, crafting new workflows, etc.

• Schedule daily work (build daily vendor escorting schedule), customer communications, tracking and reporting of metric data, serve as delegate for supervisor in customer and company facing meetings and providing look ahead for potential service disruptions.

• Support the team by providing technical expertise and training, advising projects, following up with routine work order status reports, serving as first point of contact for client concerns, maintaining the shared e-mailbox, hosting routine sub-team meetings with team members, and escorting field service engineers onsite on an as needed basis.

• Embody safety culture and promote a safe work environment, communicate client issues, and optimally diffuse dissatisfaction, communicate openly with leadership and peers, adopt Practical Process Improvement (PPI) methodologies, show strength at explaining site specific scope of work, and positively represent Thermo Fisher Scientific at all times throughout customer locations

• Generate client requested reports, including open work orders, work order status, and pending service requests.

• Schedule OEM service events and complete pre-work (register OEM, Covid requirements).

• Provide coverage for vendor escorting on an as needed basis.

• Close work orders.

• Build work orders per client request.

• Liaise to generate quotes.

• Seek service reports and review for Good Documentation Practices (GDP).

• Supervise queue for new work orders to triage.

• Follow well-defined procedures and successfully apply GDP in all regulated record keeping.

• Independently make decisions and use available resources to meet customer requirements.

• Participate in projects and complete other duties as assigned.

Keys to Success: Education:

• Must possess a High School Diploma/GED

Associates/Bachelors preferred Experience:

Experience in laboratory and in GXP environments. Utilization of Good Documentation Practices in all record keeping.

2+ years of progressive proven experience preferred.

2+ years in customer service environment.

Knowledge, Skills, Abilities:

Demonstrated verbal, written and presentation skills.

Must maintain Thermo Fisher Scientifics' Four-I Values.

Proven excellence in customer service skills.

Detail oriented, problem solver, promotes team environment.

Computer/software skills (i.e. Power BI, Outlook, Excel, Word, PowerPoint).

Strong interpersonal skills and proactive approach in all duties.

Ability to instantly adapt to a flexible and changing schedule.

Demonstrate a sense of urgency in completing work assignments.

Good time management and interpersonal skills. Overtime may be needed as required.

Works primarily 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.

Compensation and Benefits

The hourly pay range estimated for this position based in California is $27.00-$30.00.
This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

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