Lead Service Support Representative

Thermo Fisher Scientific • South San Francisco, CA

1d • Onsite

About The Position

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. Join Thermo Fisher Scientific as a Lead Service Support Representative, where you will play a critical role in supporting laboratory operations that drive scientific research and innovation. In this position, you will serve as a key liaison between customers, service vendors, and internal teams—ensuring seamless delivery of essential lab services. This is an opportunity to combine operational excellence, customer focus, and scientific support in an environment where your work directly contributes to impactful outcomes.

Requirements

• High school diploma or equivalent with 4+ years of related experience OR Associate’s degree in a related field (bachelor’s degree preferred)
• Strong proficiency in Microsoft Office (especially Excel and Outlook)
• Demonstrated success in a customer facing position
• Must be able to read, write and speak English
• Must display a high level of confidentiality for both the customer and Thermo Fisher Scientific

Nice To Haves

• 2+ years in laboratory operations, inventory control, or customer service environments
• Strong organizational and coordination abilities
• Customer-focused mindset with excellent communication skills
• Attention to detail and ability to manage multiple priorities
• Problem-solving and continuous improvement orientation

Responsibilities

• Serve as the primary point of contact for laboratory service coordination & escalation
• Support problem resolution and escalation at account as needed
• Manage and process work orders to ensure timely execution
• Coordinate vendor services and schedule maintenance activities
• Maintain accurate asset and equipment records
• Follow established, approved procedure for high dollar repairs
• Oversee inventory management, including stocking and tracking supplies
• Support equipment installation and lifecycle management
• Receive, inspect, and verify incoming shipments
• Perform routine maintenance on select laboratory equipment
• Assist with hazardous waste collection and consolidation in compliance with safety standards
• Identify and implement process improvements to enhance service delivery
• Adhere to all Thermo Fisher and customer security and safety procedures
• Other appropriate duties as assigned

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
• Short- and long-term disability
• 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: Mid Level
• Education Level: Associate degree