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Site Manager

hace 2 meses

Madrid Centro, Madrid, España Thermo Fisher Scientific A tiempo completo
About the Role

We are seeking a highly skilled and experienced Site Manager to join our team at Thermo Fisher Scientific. As a Site Manager, you will be responsible for providing day-to-day management, support, and technical guidance to our customers in the laboratory asset management space.

Key Responsibilities
  1. Site Operations Management: Conduct site operations in accordance with the terms and conditions of the program contract and Statement of Work.
  2. Account Strategy Support: Support the overall account strategy to achieve annual operating plan goals for revenue, growth, margin expansion, and account retention.
  3. Customer Relationship Management: Develop and maintain positive and professional working relationships with clients, service vendors, and Thermo Fisher staff.
  4. Customer Satisfaction: Strive for customer satisfaction and loyalty.
  5. Business Review Support: Support the development of quarterly business reviews and participate in meetings as required.
  6. Customer Metrics Analysis: Assist in data collection and analysis of customer metrics to include financials, compliance, growth, and profitability.
  7. Continuous Improvement: Support action plans and tracking mechanisms to drive continuous improvement.
  8. Compliance and Regulatory Guidelines: Ensure that all compliance and regulatory guidelines are met specific to asset management and services program.
  9. Data Management: Responsible for accurate data input to Resource Center database to include service requests, work orders, and purchase order information.
  10. Service Activity Monitoring: Monitor and support service activities and customer concerns to include timeliness, accuracy, and quality of the event.
  11. Customer and Vendor Interaction: Interact with customers and vendors to schedule site service visits.
  12. Site Support: Meet and escort engineers into the laboratory, ensuring a smooth transition into their work environment.
  13. Field Service Report Review: Obtain and review field service reports and invoices for financial accuracy, technical remediation procedures, and completeness.
  14. CMMS Management: Verify and update the CMMS with the most up-to-date information regarding onsite assets and service activity.
  15. Problem Resolution: Support problem resolution and customer concern at account as needed.
  16. Service or Billing Issues: Assist with the resolution of service or billing issues, questions, or credits.
  17. Alternate Service Methods: Search and provide alternate methods of service or parts in alignment with account strategy and promote alternate service providers.
  18. High Dollar Repairs: 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.
  19. Security and Safety Procedures: Adhere to all Thermo Fisher and customer security and safety procedures.
  20. PPI Project Teams: Participate in PPI project teams as assigned to improve business performance.
  21. Other Duties: Perform other appropriate duties as assigned by Thermo Fisher management.
  22. Travel: Travel to multiple client locations as applicable to support account needs.
Requirements
  1. Education: Associates degree or equivalent experience; bachelor's degree strongly preferred.
  2. Language: Fluent in the English language.
  3. Industry Experience: 1-2 years of industry experience in one or more of the following areas: agriculture, life sciences, healthcare, biomedical, or related field.
  4. CMMS Systems: Familiarity with CMMS systems and proficiency in using related software for data management.
  5. Customer-Facing Experience: Experience in a customer-facing position.
  6. Communication Skills: Ability to make commitments, track, and communicate progress, and follow through until completion.
  7. Customer Relationship Building: Builds customer allegiance and strong, professional client relationships.
  8. Communication: Effective communication skills, both written and verbal, to interact with engineers, suppliers, and internal partners.
  9. Problem-Solving: Work independently and proactively to resolve customer issues.
  10. Time Management: Excellent time management and ability to prioritize work based on business and client needs.
  11. Microsoft Office: Proficiency with Microsoft Word, Excel, PowerPoint.
  12. Thermo Fisher Values: Demonstrate Thermo Fisher Scientific values – integrity, intensity, innovation, and involvement.