Thermo Fisher Scientific-posted 3 days ago
$90,000 - $110,000/Yr
Full-time • Mid Level
Cambridge, MA
5,001-10,000 employees

When you’re 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! Your work will have real-world impact, and you’ll be supported in achieving your career goals! This is your opportunity to work as an Asset Management Process Manager within Instrument and Enterprise Services (IES) division of Thermo Fisher Scientific. You will use your service management and relationship building experience to become a key member of the Unity Lab Services (ULS) team. In this role you will serve as the primary Asset Management Resource for your assigned sites, providing day to day support, and technical guidance to meet the ULS and Customer objectives. The Asset Management Process Manager manages work orders in CMMS Asset Management Database and account/site level inventory. The asset management process Manager will encourage/manage program growth and track clients invoice payment. The successful candidate achieves a high level of customer satisfaction, account growth & profitability through their own actions and by using the resources of Unity Lab Services. Also, the ideal candidate will be a skilled communicator and effectively develop and maintain positive working relationship with vendors.

  • 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.
  • Responsible for customer satisfaction and loyalty, using Customer Allegiance Score (CAS) survey results.
  • Support the development of quarterly business reviews for managed accounts, attend and present in lead role during meetings.
  • Assist in data collection and analysis of customer metrics to include but not limited to financials, compliance, growth, and profitability.
  • 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.
  • Responsible for accurate data input to Resource Center database to include service requests, work orders and purchase order information.
  • Support customer concern and problem resolution at account as needed.
  • Monitor all service activities and issues to include, timeliness, accuracy, and quality of the event.
  • 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.
  • Adhere to all Thermo Fisher and customer security and safety procedures.
  • Support opportunities to identify and use other Thermo Fisher products and services.
  • Participate in PPI project teams as assigned to improve business performance.
  • Other appropriate duties as assigned by Thermo Fisher management.
  • Based out of Boston/ Cambridge
  • Required to travel to Rhode Island site at least once per week
  • Bachelor’s degree or equivalent experience preferred
  • 3-5 years of Industry experience in one or more of the following areas: Agriculture, Life Sciences, Healthcare, Biomedical or related field.
  • 3 years of previous account and/or project management experience preferred.
  • Proficiency with Microsoft Word, Excel, PowerPoint.
  • Experienced in achieving customer loyalty and growing customer base.
  • Self-starter with strong bias for action; able to get results.
  • Builds customer allegiance and strong, professional client relationships.
  • Effective open communication skills (both verbal and written).
  • Analytical review and reporting capabilities.
  • Effective problem solving, work independently and proactively to resolve customer issues.
  • Excellent time management and ability to prioritize work based on business and client needs.
  • Ability to make commitments, track and communicate progress, and follow through until completion.
  • Demonstrate Thermo Fisher Scientific values – Integrity, Intensity, Innovation and Involvement.
  • Lab operations, field service experience (technical) or strong service knowledge.
  • Service Management
  • Vendor Relationship Mgmt
  • Asset Management
  • Lab Management/Lab Operations – Large Pharma/ Industrial
  • Contract Management
  • 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
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