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 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

Position Title - Lead Site Specialist - Lab Assistant; Inventory Management

Cambridge, MA

Discover Impactful Work:

Provides work direction to and/or performs all duties of a Sr. Site Specialist, Site Specialist or Site Technician to assure customer satisfaction. Monitors workflow to optimize staffing and services for customer. Works closely with customer, sales representatives/managers to ensure all service expectations are supported. Services may include the portfolio of services provided including order entry, order management, operating customer procurement systems, stockroom services, material handling, shipping/receiving, chemical tracking, and glass wash operations. May also include lab-based tasks including media/reagent preparation and cell culture support operations. Acts as a liaison between customer, sales, suppliers, logistics and management using special system knowledge to ensure success of customer relationships.

A Day in the Life:

• Assists in organizing the staff and workload to meet or exceed productivity performance standards for UnityTM Lab Services. Provides functional supervision to team members by performing site coverage as needed. May assist in the cross training of associates and the training of new hires.
• Facilitates and develops team meetings, identifies training and site service personnel skills enhancement opportunities and reports to the supervisor.
• Assists with preparing performance appraisals for site personnel.
• Reviews site employee errors and trains/coaches so potential errors are eliminated.
• Provides daily on-going training
• Directs the workflow of the team in support of contractual obligations and in line with established standard processes.
• Acts as subject matter expert to answer employee, customer and sales representative’s questions and resolve problems. Expertise should include:
• Knowledge of customer service agreement, service level agreements and relevant systems
• Work instructions
• Standard Operating Procedures
• Standard Methodologies
• Adopts PPI methodologies.
• Works effectively with a diverse cross functional team.
• Performs as a Senior Site Specialist, Site Specialist or Site Technician.
• Answer customer questions and responds to/resolves problems.
• Meets with customers proactively to help determine ongoing needs. Informs site employees of special customer requirements, resolves problems and keeps employees informed of corrective action.
• Provides technical support to customer and specialists regarding special systems, products or procedures.
• Performs other duties as assigned.

Keys to Success:

Education

• High school diploma or equivalent required.

Experience

• Hands-on laboratory experience: previous experience in automated sample testing or sample testing preferred, but not required

Knowledge, Skills, Abilities

• Demonstrated verbal, written and presentation skills
• Displays a high level of confidentiality for both customer and Thermo Fisher.
• Must maintain Thermo Fisher Scientifics’ Four-I Values
• Proven excellence in customer service skills.
• Detail oriented, problem solver, promotes team environment.
• Must possess a strong desire to serve the customer, and the social skills to deal with various levels of personnel at the customer site.
• Must deliver excellent customer service to include always maintaining a professional appearance.
• Must possess the operating skills to use hand held scanners and learn to enter data in various systems as necessary.
• Must be proficient with a computer and the Microsoft Office suite of software.
• Demonstrates basic leadership concepts.
• Have demonstrated initiative in previous work experience.
• Show concern for wellbeing & success of others.
• Must possess a high level of interpersonal 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.
• Provide suggestions for corrective action and preventive customer service.

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. 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.