Sr. Site Specialist

Customer Support Specialist

Work Schedule: Standard Office Hours (40/wk)

Environmental Conditions: Laboratory Setting, Office

Pay: $26.60/hr

Shift: First Shift

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 In this role you'll focus on service delivery excellence for UnityTM Lab Services, a division of Thermo Fisher Scientific responsible for providing onsite services at customers locations. We provide services at over 400 customer sites globally. This position is located in Cambridge, MA, onsite based 5 days per week.

How will you make an impact? As a Customer Support Specialist, you'll be a part of the important work being done in the lab by supporting and servicing our customers onsite.

A day in the life:

• Responsibilities include but are not limited to:
• Facilitate planning/scheduling activities as requested including but not limited to processing service work orders in the computerized maintenance management system.
• Escort lab instrument service vendors from the security desk to the job site and provide locally required trainings to such service vendors.
• Job sites include but are not limited to laboratory, vivarium, mechanical rooms, and maintenance support areas.
• Work with service vendors to ensure service reports are obtained in a timely manner upon completion of a service.
• Assist with handling lab asset service contracts
• Assist site asset manager with equipment moves, installs, removals, labeling, and inventory management.
• Understand customer requirements and coordinate/collaborate with other teams for various support requirements.
• Maintain professional and customer focused relationships with team members, internal and external customers and service providers, and building occupants.
• Align with all company policies and procedures and adhere to company standards. Provide compliance and quality system management support to help ensure the LIS group is audit ready every day.
• Maintain a continuous improvement mentality and identify LIS process improvement opportunities.
• Perform other job-related duties and special projects as requested.

Keys to Success:

• Education: High school diploma or equivalent required.
• Knowledge, Skills, Abilities: Entry level position in which the candidate will spend significant portions on their feet every single day. Regular and reliable attendance. Ability to read, write, and speak English. Work well in a team environment. Strong written and verbal communication skills. Excellence in customer service and social skills to deal with various levels of personnel at the customer site. Willing to comply with fit test requirements and respirator training for vivarium access (no facial hair where the respirator forms a seal to the face) Must be willing and able to become proficient with the use of customer management software to track service calls, instrument inventories, and complete job tasks. Proficient experience with a computer and the Microsoft Office suite of software. Requires a high level of communication skills to provide guidance to others in performing the work, to effectively present information and respond to questions or customer service requests and interact with various levels of the customer's organization. Ability to safely lift 50 lbs with assistance on occasion. Ability to safely lift and carry 25-30 lbs independently when needed.

Our Mission is to enable our customers to make the world healthier, cleaner and safer. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued. Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

Compensation and Benefits: The hourly pay range estimated for this position based in Massachusetts is $19.64$27.10. 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