Service Support Specialist II

Service Coordinator II

The Service Coordinator II is a key member of our Field Service team, responsible for supporting and managing the Authorized Service Partner (ASP) program across the US. This role ensures that third-party service providers meet Thermo Fisher's high standards of quality, compliance, and customer satisfaction.

You will coordinate onboarding, monitor performance metrics, maintain compliance documentation, and act as a primary liaison between Thermo Fisher and our ASP network. This is a dynamic role suited for someone who is process-driven, collaborative, and passionate about delivering exceptional service.

Key Responsibilities

• Serve as the primary point of contact for all ASP-related activities within the region/division.
• Support onboarding and training for new partners, ensuring alignment with Thermo Fisher service standards.
• Monitor and evaluate ASP performance using service metrics, customer feedback, and audit results.
• Maintain accurate partner documentation, including contracts, certifications, and compliance records.
• Collaborate cross-functionally with Field Service, Technical Support, Quality, and Commercial teams.
• Drive continuous improvement initiatives within the ASP program to optimize service delivery.
• Assist in managing the ASP portal, tools, and training resources.
• Provide regular reporting and insights to leadership on ASP network performance and trends.

Minimum Qualifications

• High school diploma or GED equivalent and 3+ years of experience in service operations, vendor/partner management, or technical support.
• Strong organizational and project management skills.
• Excellent interpersonal and written communication skills.
• Proficiency with Microsoft Office and experience with service platforms (e.g., Salesforce, or equivalent).
• Ability to manage multiple priorities in a fast-paced, matrixed environment.
• Strong analytical and problem-solving skills.

Preferred Qualifications

• Experience working in life sciences, diagnostics, or industrial service environments.
• Familiarity with compliance standards and third-party service governance.
• Background in supporting field service or customer-facing technical teams.

What Thermo Fisher Offers

• Competitive salary and comprehensive benefits package
• Annual incentive bonus plan
• Career development resources and advancement opportunities
• A culture of innovation, inclusion, and purpose

Thermo Fisher Scientific is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees.

The hourly pay range estimated for this position based in Massachusetts is $18.65–$27.97.

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