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Laboratory Asset Site Manager
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Job Summary
We are seeking a highly skilled and experienced Asset Management Professional to join our team at Thermo Fisher Scientific. As a Laboratory Asset Site Manager, you will be responsible for providing day-to-day management, support, and technical guidance to meet the objectives of our Unity Lab Services team.
Key Responsibilities
- Conduct site operations in accordance with program contract and Statement of Work terms and conditions.
- Support overall account strategy to achieve annual operating plan goals for revenue, growth, margin expansion, and account retention.
- Develop and maintain positive and professional working relationships with clients, service vendors, and Thermo Fisher staff.
- Strive for customer satisfaction and loyalty.
- Support the development of quarterly business reviews and participate in meetings as required.
- Assist in data collection and analysis of customer metrics, including financials, compliance, growth, and profitability.
- Support action plans and tracking mechanisms to drive continuous improvement.
- Ensure compliance and regulatory guidelines are met for asset management and services programs, including inventory management.
- Responsible for accurate data input to Resource Center database, including service requests, work orders, and purchase order information.
- Monitor and support service activities and customer concerns, including timeliness, accuracy, and quality of the event.
- Interact with customers and vendors to schedule site service visits.
- Meet and escort engineers into the laboratory, ensuring a smooth transition into their work environment.
- Obtain and review field service reports and invoices for financial accuracy, technical remediation procedures, and completeness.
- Verify and update the CMMS with the most up-to-date information regarding onsite assets and service activity.
- Support problem resolution and customer concerns at the account as needed.
- Assist with the resolution of service or billing issues, questions, or credits.
- Search and provide alternate methods of service or parts in alignment with account strategy and promote alternate service providers.
- Follow established procedures 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.
- Other appropriate duties as assigned by Thermo Fisher management.
- Travel to multiple client locations as applicable to support account needs.
Requirements
- Associates degree or equivalent experience; bachelor's degree strongly preferred.
- Fluent in the English language.
- 1-2 years of industry experience in one or more of the following areas: agriculture, life sciences, healthcare, biomedical, or related field.
- Familiarity with CMMS systems and proficiency in using related software for data management.
- Experience in a customer-facing position.
- Ability to make commitments, track, and communicate progress, and follow through until completion.
- Builds customer allegiance and strong, professional client relationships.
- Effective communication skills, both written and verbal, to interact with engineers, suppliers, and internal partners.
- Work independently and proactively to resolve customer issues.
- Excellent time management and ability to prioritize work based on business and client needs.
- Effective problem-solving.
- Proficiency with Microsoft Word, Excel, PowerPoint.
- Demonstrate Thermo Fisher Scientific values – Integrity, Intensity, Innovation, and Involvement.
Working Conditions
- Works primarily at customer locations, in office environments, including cubicles and/or in and around shipping/receiving docks, stock rooms, storage locations, and laboratory environments.
- May be required to work independently within customer locations.
- Physical Activity: Walking, sitting, standing, kneeling, crouching, lifting, PC work, repetitive motions, feeling, grasping, pulling, pushing, and hearing.
- Level of Physical Requirements: Light to medium work.
- Level of Visual Acuity: Clerical, professional, administrative.
- May pass through areas where chemical-based allergens may be in use (such as penicillin, tetracycline, etc).
- Depending on the area of the building, personal protective equipment may be worn, including lab coats, coveralls, hood, facemask, hairnets, and/or safety gloves.
- Some areas require steel toe shoes, bump hats, and/or safety glasses.
- Must be able to work hours required to get the job done.
- Required to travel by airplane and automobile for meetings and training as necessary.
