Supervisor, Customer Site

When part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe.

Our work has a real-world impact and will be supported in achieving your career goals!

Location / Division Specific Information

Norwood, MA - Number of openings, 2

Cambridge, MA - Number of openings, 1

Instrument and Enterprise Services Division

Discover Impactful Work :

This is your opportunity to work as a Customer Site Supervisor within Instrument and Enterprise Services (IES) division of Thermo Fisher Scientific.

You will use your people leadership, 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 Asset Management Resource for a key customer account, providing day to day management, support, and technical guidance to meet the ULS and Customer objectives.

The Site Supervisor is responsible for ensuring the efficient operation of the laboratory by overseeing various service tasks related to asset management, managing work orders in Asset Management databases and account / site level inventory.

A Day in the Life :

• Conduct account / site operations in accordance with terms and conditions of program contract and Statement of Work. 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.
• Support in management, completion and presentation of contract Statement of Work, as related to individual account specific contract renewals.
• Strive for customer satisfaction and loyalty
• Support the development of quarterly business reviews for managed accounts, attend and present in lead role during meetings.
• Support action plans and tracking mechanisms to drive continuous improvement.
• Ensure that all compliance and regulatory guidelines are met specific to asset management and services program to include all facets of inventory management through provided tools.
• Monitor all service activities and issues to include, timeliness, accuracy, and quality of the event.
• Responsible for accurate data input to Resource Center database to include service requests, work orders and purchase order information.
• Monitor and maintain up-to-date service and financial documents for service contracts. Ensure vendor compliance.
• Obtain and review field service reports and invoices for financial accuracy, technical remediation procedures, and completeness, ensuring accuracy and adherence to established procedures.
• Verify and update the CMMS (Computerized Maintenance Management System) with the most up-to-date information regarding onsite assets and entitlements.
• Meet and escort engineers into the laboratory, ensuring a smooth transition into their work environment.
• Support customer concern and problem resolution at account as needed.
• Support responsibilities of site service staff.
• 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.

Keys to Success : Education

Education

Bachelor's degree preferred in a relevant field or equivalent experience.

Experience

• 3-5 years of Industry experience preferred in one or more of the following areas : Agriculture, Life Sciences, Healthcare, Biomedical or related field.
• 2 years min. experience required in people management / supervisor role with direct employee oversight
• Experience in a customer facing position

Knowledge, Skills, Abilities

• Solid understanding of laboratory operations, safety protocols, and engineering processes in a quality controlled environment
• Familiarity with CMMS systems and proficiency in using related software for data management.
• Attention to detail and a commitment to maintaining high standards of accuracy and compliance.
• Effective communication skills, both written and verbal, to interact with engineers, suppliers, and internal partners.
• Strong problem-solving abilities and a proactive approach to identifying and resolving issues.
• Ability to work independently and collaboratively within a team environment.
• Proficiency with Microsoft Word, Excel, PowerPoint.
• Demonstrate Thermo Fisher Scientific values Integrity, Intensity, Innovation and Involvement.

Work Conditions :

• Works primarily at customer locations, in office environment to include cubicles and / or in and around shipping / receiving docks, stock rooms, storage locations and laboratory environments
• May be required to work independently within customer location
• 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 area of building, personal protective equipment may be worn to include lab coats, coveralls, hood, facemask, hairnets and / or safety gloves
• Some areas require steel toe shoes, bump hats and / or safety glasses
• Ability to work hours required to get the job done
• Required to travel by airplane and automobile for meetings and training as necessary.

Benefits :

This position may also be eligible to receive a variable annual bonus based on company, team, and / or individual performance results in accordance with company policy.

We offer a comprehensive Total Rewards package that our colleagues and their families can count on, which includes :

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
• Retirement and savings programs, such as our competitive 401(k) retirement savings plan
• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

At Thermo Fisher Scientific, each one of our 100,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission enabling our customers to make the world healthier, cleaner and safer.