Lab Concierge

Thermo Fisher Scientific • Cambridge, MA

16d • $21 - $27 • Onsite

About The Position

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. This position is focused on service delivery excellence for UnityLab Services – a division of Thermo Fisher responsible for providing onsite services at customers locations. We provide services at over 400 customer sites globally. This position directly supports our onsite clients by facilitating Lab Concierge Services – interfacing daily with lab end users, field service engineers, and other integrated service providers to ensure operations of lab equipment.

Requirements

• High school diploma or equivalent required.
• Utilization of Good Documentation Practices in all record keeping
• Demonstrated verbal, written and presentation skills.
• Proven excellence in client service.
• Strong communication skills and proactive approach in all duties
• Must maintain Thermo Fisher Scientifics’ Four-I Values
• Computer/software skills (i.e. Outlook, Excel, Word, PowerPoint)
• Strong analytical, detail oriented, and critical thinking abilities to problem solve, make timely decisions, and coordinate multiple overlapping priorities, while functioning in a fast-paced team environment
• Good time management and organizational skills!
• Must be able to work overtime as required
• The role primarily involves working independently at customer sites, which may include areas with chemical-based allergens like penicillin and tetracycline.
• Personal protective equipment, such as lab coats, coveralls, facemasks, and steel-toe shoes, is often required.
• The position requires regular lifting of 30-40 lbs (up to 50 lbs occasionally) and using equipment like pushcarts and forklifts to move up to 100 lbs.
• Standing, walking, reaching, and bending are frequent activities, sometimes in varied temperature environments.

Nice To Haves

• Associate's degree preferred
• Laboratory and in GXP environments experience
• 2-3 years of progressive relevant experience preferred
• 2+ years in customer service environment preferred

Responsibilities

• Working within Computerized Maintenance Management System (CMMS), to providing updates to equipment work order records.
• Maintaining CMMS records for incoming equipment including vendor service records, equipment trackers, and equipment pick up records.
• Coordinate scheduling of equipment with internal customer and external vendors as applicable including generating and tracking of monthly PMs due lists.
• Perform vendor escorting for work site activities
• Support the procurement of materials for equipment management such as lab consumables
• Generate client requested reports as requested, including open work orders, work order status, and pending service requests
• Extensive Customer Service including timely response to all service status requests. Independently makes decisions and applies available resources to meet customer requirements and communicates any customer issues or potential problems
• Serve as the first point of contact for any lab support service questions
• Maintain safety awareness, by maintaining and authoring Work Instructions and performing PPE assessments. Promote a safe work environment through various safety initiatives within functional area. Following well defined procedures as outlined by Best Practices, SOP’s & work instructions. Take direction from Site Supervisor/Sr. Manager regarding daily duties.
• Promotes personal growth and development by staying abreast of new policies and improvements without the presence of site trainer and management team
• Listens to customer concerns, effectively diffuses dissatisfaction, and quickly identifies course of action with a goal of first call resolution within established turnaround times
• Works optimally with a diverse cross-functional team
• Embraces Practical Process Improvement (PPI) methodologies
• Positively represent Thermo Fisher Scientific at all times throughout customer locations.
• Attend required training sessions.

Benefits

• We offer comprehensive healthcare, paid Holidays, tuition reimbursement, and a range of employee benefits.
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees