Production And Industrial – Lead Site Specialist Position Available In Norfolk, Massachusetts

Production and Industrial – Lead Site Specialist#25-62446
Norwood, MA
All On-site Job Description

Job Description:

This is your opportunity to work as an Associate Site Manager within Instrument and Enterprise Services (IES) division of •. You will use your service management and relationship building experience to become a critical member of the Unity Lab Services (ULS) team. In this role you will serve as an on-site Asset Management Resource for a key customer account, providing day to day support to meet the ULS and Customer objectives. The ideal candidate will play a critical role in supporting site initiatives to enhance client satisfaction and account profitability using the resources of Unity Lab Services.

Responsibilities:

• Conduct site operations in accordance with terms and conditions of program contract and Statement of Work.
• Develop and maintain positive and professional working relationships with clients, service vendors and Thermo Fisher staff.
• Support 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 service activities and issues to include, timeliness, accuracy, and quality of the event.
• Obtain and review field service reports and invoices for financial accuracy, technical remediation procedures, and completeness.
• Verify and update the CMMS (Computerized Maintenance Management System) with the most up-to-date information regarding onsite assets and entitlements.
• Maintain an accurate and up-to-date inventory of laboratory assets, tracking their condition, maintenance history, and any necessary repairs or replacements.
• Meet and escort engineers into the laboratory, ensuring a smooth transition into their work environment.
• Support problem resolution and customer concern at account as needed.
• Support the development of quarterly business reviews and participate in meetings as required.
• Assist in data collection and analysis of customer metrics to include but not limited to financials, compliance, growth, and profitability.
• Assist with the resolution of service or billing issues, questions or credits.
• Support action plans and tracking mechanisms to drive continuous improvement.
• Follow established, approved procedure for high dollar repairs, issue High Dollar P.O. numbers and monitor high dollar repairs as they progress up to and including call follow up.
• Adhere to all Thermo Fisher and customer security and safety procedures.
• Participate in PPI project teams as assigned to improve business performance
• Strive for customer satisfaction and loyalty
• Demonstrates our 4I Values (Integrity, Intensity, Involvement and Innovation).
• Other appropriate duties as assigned
• Travel to multiple client locations as applicable to support account needs

Minimum Requirements/Qualifications:

• Associates degree or equivalent experience
• Previous customer service experience
• Experience in Life Science or Healthcare environment preferred
• Proficiency with Microsoft Word, Excel, PowerPoint.

Working Conditions:

• Works primarily at customer locations, in office environment to include cubicles and laboratory environments which consist of noise and hazards.
• Interactions will consist of face-to-face meetings, telephone, email, Web X meetings.

Physical Activity:

Walking, sitting, standing, kneeling, couching, lifting, PC work.

• Must possess motor skills appropriate to the task
• May be able to use material handling equipment such as push carts and pallet jacks
• Depending on area of building, personal protective equipment may be worn to include lab coats, coveralls, hood, facemask, hairnets and/or safety gloves
• Required to travel by airplane and automobile for meetings and trainings as necessary
  Comments for

Suppliers:

EEO:

“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”