Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Able to lift 40 lbs. without assistance, Adherence to all Good Manufacturing Practices (GMP) Safety Standards, Laboratory Setting, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.), Will work with hazardous/toxic materials
Job Description
At Thermo Fisher Scientific Inc., you’ll engage in exceptionally impactful work, from aiding in the discovery of cancer cures to ensuring environmental and food safety. Your contributions will resonate globally, and we are committed to supporting your career ambitions.
What Makes This Opportunity Unique?
This role offers the chance to lead a dynamic team while fostering world-class customer relationships. You will play a pivotal role in ensuring flawless service delivery and driving our ambitious goals forward. Your leadership will determine the success of our service operations, making a real-world impact!
Location: onsite in South San Francisco
Responsibilities:
Oversee daily service operations for all Thermo Fisher Scientific instruments at the Strategic Service Account.
Collaborate with the customer to prioritize daily ticket volume and provide status updates.
Coordinate with specialists, field engineers, customer service, and other personnel to expedite repairs and drive quick resolutions.
Raise awareness of instrument issues by following established procedures, ensuring quick resolution and daily updates.
Coach and mentor onsite service engineers through 1:1 and team meetings, promoting improved performance.
Participate in candidate selection, training, and staff performance evaluations.
Lead a team with open communication, aligned with our core values of Integrity, Intensity, Innovation, and Involvement.
Promote a friendly environment, good morale, and collaborative partnerships.
Build customer relationships through proactive problem-solving and exceeding team performance metrics.
Ensure high-quality service is delivered by monitoring performance metrics and attendance records.
Conduct site visits and annual physical inventory.
Perform other duties as assigned.
Education and/or Experience Requirements:
Master's Degree in Engineering, Science required
3+ years of experience with Chromatography and Mass Spectrometry instrumentation is required
Proficient in Microsoft Suite, including Outlook, Word, PowerPoint, and Excel.
Requirements:
Excellent communication skills for effectively sharing ideas and technical information.
Ability to make timely decisions in a fast-paced, changing environment.
Experience in resolving events positively and building trust.
Prioritize customer requirements and establish realistic schedules.
Produce clear and concise documentation and customer reports.
Work independently and as part of a team to achieve objectives.
Independently resolve routine customer satisfaction issues.
Leadership and supervisory capabilities for coaching and enhancing our culture.
Experience in customer-facing roles is essential.
Strong verbal and written communication skills, maintaining professionalism and upholding what we value.
Handle adversity well and provide positive, constructive feedback.
Critical thinking abilities for making timely decisions and assisting staff in task prioritization.
Specific Scope Data:
Use prescribed PPE to perform work functions safely.
Maintain a valid driver’s license.
Provide customer service support to key Strategic Account customer sites in California.
Functions and Physical Requirements:
Ability to safely lift 50 lbs. with assistance occasionally.
Ability to bend, squat, stretch, and reach daily in a service function.
Available to travel overnight up to 50%.
Compensation and Benefits
The salary range estimated for this position based in California is $100,000.00–$135,000.00.
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 U.S. 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) U.S. retirement savings plan
Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount
For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.