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 enable our customers 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:

Customer locations, East Coast Manager (Amgen Rhode Island and Cambridge)

Proof of COVID-19 vaccination required.

Discover Impactful Work:

Primary contact for all Unity Lab Services functions at customer site. Functions may include asset management, order entry, order management, operating customer procurement systems, stockroom services, material handling, shipping/receiving, chemical tracking, and glasswash operations. May also include lab-based tasks including media/reagent preparation and cell culture support operations. Responsible for the management of all on-site personnel and day to day activities. Provide direction and support for all on-site associates by establishing processes, procedures and serving as mentor to the team. Work in concert with customer management and sales team to ensure that all requirements and service metrics, as outlined in the current contract/agreement, are met on a consistent basis.

A day in the Life:

• Lead a cross functional and matrixed team of service specialists that work daily at customer site. Participates in the candidate selection process, trains, and evaluates staff’s performance. Supervises staff in a manner that is consistent with our company culture, which is based on four values: Integrity, Intensity, Innovation, and Involvement and open communication. Actively seeks development opportunities for team members and self. Promotes a friendly environment, good morale, and partnership.
• Act as liaison between customer and Thermo Fisher Scientific. Refine processes, identify process issues, recommend solutions, develop action plans, identify operational efficiencies/deficiencies through process improvement initiatives, and promote best practices.
• Collaborates with Program Managers and Supervisors to quantify all aspects of value creation through detailed data collection and reporting. Writes and coordinates standard operating procedures to support the goals and objectives of the department. Develop metrics, supervises trends, and implements standard processes. Report business metrics, target and define new opportunities, function as resource for sales team and the customer in the area of service, savings and opportunities.
• Attends training classes and regional meetings.
• Conduct site audits and annual physical inventory.
• Performs other duties as assigned.

Keys to Success:

Education:

Typically requires a minimum of 5 years of related experience with a Bachelor’s degree.

Experience:

Experience in a laboratory setting; experience in GLP/GMP environment preferred

Knowledge, Skills, Abilities:

Strong analytical and critical thinking abilities to make timely decisions while functioning in a fast-paced changing work environment.

Proficient verbal and written communication skills; including experience in writing SOP’s and presentation skills.

Overall understanding of service management, customer happiness.

Tried excellence in customer service skills.

Detail oriented, problem solver, promotes team environment.

Excellent computer/software skills. (Outlook, Excel, Word, PowerPoint).

Must be flexible with hours.

Basic understanding of employment/labor law regulations.

Must possess the leadership and supervisory skills to lead, mentor, influence and empower a large group of employees along with excellent communication skills to relate well to employees and peers. Must have a customer orientation to develop customer relationships.

Must possess written skills to clearly express ideas, share technical information, communicate well with customers and all levels of the organization, write procedures, and develop plans. Must be able to handle conflict well and give positive and constructive feedback along with handling performance issues.

Our Mission is to enable our customers to make the world healthier, cleaner, and safer. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, tackle sophisticated scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued. Join our team today!

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.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.