Essential Duties and Responsibilities

• Support overall account strategy to achieve annual operating plan goals for revenue, growth, margin expansion, and account retention.
• Develop and maintain positive and professional working relationships with clients, service vendors and Thermo Fisher staff.
• Responsible for customer satisfaction and loyalty.
• Conduct site operations in accordance with terms and conditions of program contract and Statement of Work.
• Support the development of quarterly business reviews and participate in meetings as the need arises.
• Support action plans and supervising mechanisms to drive continuous improvement.
• 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.
• Responsible for accurate data input to Resource Center database to include service requests, work orders and purchase order information.
• Support problem resolution and customer concerns at account as needed.
• Supervise all service activities and critical issues to include, timeliness, accuracy, and quality of the event.
• Supervise and maintain up-to-date service and financial documents for service contracts. Ensure vendor compliance.
• Assist with the resolution of service or billing issues, questions or credits.
• Acquire and review field service reports and invoices for financial accuracy, technical remediation procedures, and completeness.
• Search and provide alternate methods of service in alignment with account strategy.
• Follow established, approved procedure for high dollar repairs, issue High Dollar P.O. numbers and supervise repairs as they progress up to and including call follow up.
• Carry out to all Thermo Fisher and customer security and safety procedures.
• Support opportunities to identify and use other Thermo Fisher products and services.
• Participate in PPI project teams as assigned to improve business performance.
• Other appropriate duties as assigned by Thermo Fisher management.
• Travel to multiple client locations as applicable to support account needs (< 5%).

Specific Scope Data:

• Responsible for supporting site initiatives to improve client happiness, account profitability and retention.
• Manage site inventory.
• Develop positive working relationship with vendors.
• Communicate optimally between service vendors and customers scheduling planned or demand maintenance.

Minimum Education and Experience Requirements:

• High School Diploma
• Minimum 1 year of relatable experience
• Proven experience in one or more of the following areas: Life Sciences, Healthcare or related field.
• Previous customer service experience.
• Previous project management experience.
• Experienced in achieving customer dedication.

Knowledge, Skills and Abilities:

• Ability to work independently and proactively resolve customer issues.
• Ability to build strong, professional client relationships.
• Ability and willingness to work within a team.
• Track record of business decisions and drive efficiencies.
• Effective interpersonal skills (both verbal and written).
• Excellent time management and ability to prioritize work based on business and client needs.
• Make commitments, supervise and communicate progress, and follow through until completion.
• Business sense skills (demonstrates broad business knowledge).
• Ability to make sound economic decisions.
• Self-starter with strong bias for action; able to get results.
• Proficiency in a process documented environment.
• Analytical review and reporting capabilities.
• Proficient PC skills including Windows based software.
• Demonstrate Thermo Fisher Scientific values - Integrity, Intensity, Innovation, and Involvement.

Physical/Environmental requirements:

• Physical Activity: Walking, sitting, standing, kneeling, crouching, lifting, PC work, repetitive motions, feeling, grasping, pulling, pushing, and hearing.
• Level of Physical Requirements: Light to medium work.
• Level of Visual Acuity: Clerical, professional, administrative.
• Environmental Conditions: Inside environmental conditions (office, labs, hospitals, facilities) which consist of noise, and hazards.
• Required to travel by airplane and automobile for meetings and training as necessary.

Interaction with Other Employees:

• Interactions will consist of face-to-face meetings, telephone, email, Web X meetings and presentations, as well as other electronic means as necessary with sales, service/support personnel, operations, finance, management, cross-divisional personnel, and vendor representatives.