Lead Service Support Representative
Thermo Fisher Scientific

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)

Job Description

At Thermo Fisher Scientific, we are looking for a Lead Service Support Specialist to join our team in San Diego, CA. As a member of our team, you will have the opportunity to make a real-world impact by supporting scientific research and helping our customers find cures for cancer, protect the environment, and ensure the safety of our food.

In this role, you will be a key contributor to our Unity Lab Services division, which provides integrated lab service, support, and supply management. This role demands a high level of professionalism, confidentiality, and adherence to safety and security protocols. As a Lead Service Support Specialist, you are responsible for coordinating service-related activities, maintaining client relationships, and ensuring the accuracy of financial and service documentation. Your attention to detail and flawless execution will ensure that our customers receive world-class service.

Key Responsibilities:

• Work Order Management: Dispatch work orders to vendors and ensure timely follow-up on service completion.
  
• Financial and Technical Review: Obtain and review field service reports and invoices for financial accuracy, technical remediation procedures, and completeness.
  
• Equipment Management: Inventory and tag new lab equipment to maintain accurate records.
  
• Client and Vendor Relationships: Develop and maintain positive and professional working relationships with clients, service vendors, and Thermo Fisher Scientific Staff.
  
• Problem Resolution: Support problem resolution and customer concern at the account level as needed, ensuring timely and effective solutions.
  
• Engage in Process Improvement and Service Quality Assurance: Support service activities and critical issues, ensuring timeliness, accuracy, and quality of events.
  
• Compliance and Protocol Adherence: Ensure vendor compliance with site-specific protocols and policies.
  
• Safety and Security: Adhere to all Thermo Fisher Scientific and customer security and safety procedures.
  
• Service Contract Support: Assist with the management of service contracts, including financial and service-related documentation.
  
• Additional Duties: Perform other appropriate duties as assigned.
  

Minimum Qualifications:

• 2-5 years of relevant experience, preferably in a laboratory setting or services
  
• Demonstrated customer service, verbal, written, and presentation skills
  
• Strong communication skills and a desire to deliver excellent customer service
  
• Ability to collaborate with various levels of personnel
  
• Intermediate skills in Microsoft Office suite
  
• Ability to work independently at customer sites
  

Physical/Environmental Requirements:

• Physical Activity: Includes walking, sitting, standing, kneeling, crouching, lifting, PC work, repetitive motions, feeling, grasping, pulling, pushing, and hearing.
  
• Work Environment: Primarily at customer locations, in office environments including cubicles and laboratories with noise and potential physical and chemical hazards.
  
• Physical Requirements: Light to medium work.
  
• Visual Acuity: Required for clerical, professional, and administrative tasks.
  

Compensation and Benefits
The hourly pay range estimated for this position based in California is $23.04-$27.00.

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
  

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards

This job has expired.