Lead Customer Service Representative

This job is with Thermo Fisher Scientific, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Work Schedule

Environmental Conditions

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.

Daily Scheduling and Coordination:

• Build and maintain daily vendor escorting schedules.
• Handle customer communications and track/report metric data.
• Serve as a delegate for the supervisor in customer and company meetings.
• Provide look-ahead insights for potential service disruptions.

Team Support and Technical Expertise:

• Provide technical expertise and training to the team.
• Advise on projects and follow up with routine work order status reports.
• Serve as the first point of contact for client concerns.
• Maintain the shared e-mailbox and host routine sub-team meetings.
• Escort field service engineers onsite as needed.

Safety and Communication:

• Promote a safety culture and ensure a safe work environment.
• Communicate client issues and diffuse dissatisfaction effectively.
• Communicate openly with leadership and peers.
• Adopt Practical Process Improvement (PPI) methodologies.
• Clearly explain site-specific scopes of work.
• Positively represent Thermo Fisher Scientific at all customer locations.

Reporting and Documentation:

• Generate client-requested reports (e.g., open work orders, status, and pending service requests).
• Schedule OEM service events and complete pre-work (register OEM, COVID requirements).
• Provide coverage for vendor escorting as needed.
• Close work orders and build work orders per client requests.
• Liaise to generate quotes and review/issue purchasing orders
• Function as a key member of the Quality Review team by meticulously processing invoices.
• Seek and review service reports for Good Documentation Practices (GDP).
• Supervise the queue for new work orders and triage accordingly.
• Follow well-defined procedures and apply GDP in all regulated record-keeping.

Decision Making and Project Participation:

• Independently make decisions and utilize 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 social 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

This position may 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

Proven experience in operations coordination or a similar role.

Strong technical expertise and ability to provide training.

Excellent communication and interpersonal skills.

Ability to manage multiple tasks and prioritize effectively.

Strong organizational skills and attention to detail.

Familiarity with Practical Process Improvement (PPI) methodologies.

Ability to work independently and make informed decisions.

Experience with Good Documentation Practices (GDP).