Lead Customer Service Administrator

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 based onsite in Thousand Oaks, CA, and follows a standard Monday to Friday work schedule.

Responsibilities

• Perform work order processing for Unity Lab Services.
• Escort vendors to equipment/instruments.
• Manage and process work orders, including order entry and operating customer procurement systems.
• Lead work orders and assets within the Computerized Maintenance Management System (CMMS).
• Schedule daily work and build daily vendor escorting schedule.
• Communicate with customers and track/report metric data.
• Serve as delegate for supervisor in customer and company meetings.
• Provide technical expertise and training to the team.
• Maintain shared e-mailbox and host routine sub-team meetings.
• Escort field service engineers onsite as needed.
• Generate client requested reports, including open work orders and pending service requests.
• Schedule OEM service events and complete pre-work.
• Close work orders and build work orders per client request.
• Liaise to generate quotes and review service reports for Good Documentation Practices (GDP).
• Supervise queue for new work orders to triage.
• Participate in projects and complete other duties as assigned.

Requirements

• Must possess a High School Diploma/GED; Associates/Bachelors preferred.
• Experience in laboratory and in GXP environments.
• Utilization of Good Documentation Practices in all record keeping.
• 2+ years of progressive proven experience preferred.
• 2+ years in customer service environment.
• Demonstrated verbal, written and presentation skills.
• Proven excellence in customer service skills.
• Detail oriented, problem solver, promotes team environment.
• Strong interpersonal skills and proactive approach in all duties.
• Ability to adapt to a flexible and changing schedule.
• Good time management skills.

Nice-to-haves

• Experience with Power BI, Outlook, Excel, Word, PowerPoint.

Benefits

• A choice of national medical and dental plans, and a national vision plan.
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement.
• At least 120 hours paid time off (PTO) and 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.
• Retirement and savings programs, such as a 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.