Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Adherence to all Good Manufacturing Practices (GMP) Safety Standards, Laboratory Setting, Office, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)
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
This is an on-site role, working 5 days/week in office at our customer's site in Waltham, MA.
DESCRIPTION:
As a Site Account Representative II at Thermo Fisher Scientific, you'll be a key member of our Unity Lab Services (ULS) team, providing on-site asset management and laboratory support services for key customer accounts. You'll serve as the primary point of contact between our customers and Thermo Fisher Scientific, ensuring seamless delivery of services while maintaining the highest standards of customer satisfaction. In this role, you'll manage day-to-day operations, coordinate service activities, and contribute to continuous improvement initiatives that directly impact our customers' ability to make the world healthier, cleaner, and safer.
KEY RESPONSIBILITIES:
- Manage day-to-day Asset Management Services (AMS) operations in accordance with contractual requirements, Statements of Work (SOW), and customer expectations.
- Serve as the primary point of contact for customers, service providers, and Thermo Fisher personnel, maintaining strong professional relationships and ensuring a high level of customer satisfaction.
- Drive site performance through ownership of operational KPIs, continuous improvement initiatives, and achievement of annual business objectives.
- Maintain responsibility for site physical inventory, including inventory accuracy, asset tracking, reconciliations, and audit readiness.
- Coordinate service activities and vendor performance to ensure work is completed safely, on time, and in compliance with customer and Thermo Fisher requirements.
- Coordinate with cross-functional teams to ensure seamless service delivery.
- Schedule, coordinate, and escort service engineers within customer facility while ensuring adherence to security and safety protocols.
- Ensure accurate management of service requests, work orders, purchase orders, contracts, and operational records within designated systems.
- Investigate operational issues, develop root cause analyses, and implement corrective and preventive actions (CAPA).
- Support the development of monthly and quarterly business reviews for account, attend and present during meetings.
- Perform other duties as assigned.
REQUIREMENTS:
- Advanced Degree, no prior experience required, or Bachelor's Degree plus 2 years of experience in Agriculture, Life Sciences, Healthcare, Biomedical or related field
- Proficiency with CMMS (Computerized Maintenance Management System) and related data management software
- Strong expertise in Microsoft Office suite (Word, Excel, PowerPoint)
- Excellent customer service skills with proven ability to build and maintain professional relationships
- Strong communication abilities, both written and verbal, for interacting with engineers, suppliers, and internal partners
- Demonstrated problem-solving skills and ability to work independently
- Experience with laboratory equipment and computerized instrumentation preferred
- Knowledge of regulatory compliance and quality systems (GMP, GLP) preferred
- Ability to prioritize tasks and meet deadlines effectively
- Physical capability to perform essential job functions including walking, lifting up to 25kg, and standing for extended periods
- Willingness to wear required PPE (lab coats, safety glasses, etc.) as needed
- Valid driver's license and ability to travel up to 15% as required
- Fluency in English required
- Dedication to Thermo Fisher Scientific values: Integrity, Intensity, Innovation, and Involvement
