Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Laboratory Setting

Job Description

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 a Lab Concierge for IT Support within Instrument and Enterprise Services (IES) division of Thermo Fisher Scientific.  You will use your service knowledge, management and relationship building experience to become a key member of the Unity Lab Services (ULS) team.  In this role you will serve as a primary on-site Asset Management Resource for a key customer account, to facilitate the support of the integration of computerized laboratory instrumentation into the broader Client IT network by working with IT, QC, R&D and Engineering teams.

Responsibilities include troubleshooting, coordinating with vendor technicians and scientists in support of installing, maintaining, and retiring the computerized parts of instruments. Work is to be done within the appropriate quality system (GLP, GMP) and must be documented according to those quality systems, while providing day to day management, support, and technical guidance to meet the ULS and Customer objectives.  The successful candidate achieves a high level of customer satisfaction, account growth & profitability through their own actions and by demonstrating the resources of Unity Lab Services.  Also, the ideal candidate will be a skilled communicator and successfully develop and maintain positive working relationship with vendors.

Responsibilities:

Coordinate resolution with vendors (Client IT, Instrument OEMs, other) for issues with PCs connected to Instruments and the Client network.  Knowledge of core technologies such as Active Directory, LDAP, firewalls, networking preferred.Support Client defined processes involving Incidents and Service Requests for laboratory IT related instrumentation in a timely manner.Provide support with customers and team members in the development of laboratory instrument requirements & plans.Complete Client risk assessments & test scripts using Client templates ensuring all documentation is completed, based on trained CSL processes.Work closely with Client Quality and Client Security groups to ensure requirements from these fields are met.Efficiently follow-up and connect with laboratory personnel on a regular basis in relation to laboratory equipment computers to drive a positive customer experience.Provide clear updates and recommendations to Client Leadership on a regular basis in relation to operational activities to drive continuous improvement.Conduct site operations in accordance with terms and conditions of program contract and Statement of WorkDevelop and maintain positive and professional working relationships with clients, service vendors and Thermo Fisher staff.Support the development of quarterly business reviews and participate in meetings to include data collection and analysis of customer metrics.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.Supervise all IT service activities and critical issues to include, timeliness, accuracy, and quality of the event.Make sure all Thermo Fisher and customer security and safety procedures are followed.Participate in PPI project teams as assigned to improve business performance.Travel to multiple client locations as applicable to support account needs (< 5%).

Minimum Requirements/Qualifications:

Associate degree or equivalent experience; bachelor’s degree preferred.Experience of working in laboratory environment and knowledge of computerized instrumentation preferred.  Understanding of HPLC platforms effective.Experience in a customer facing position.Well-developed communication (both verbal and written) & social skills.Digital literacy with Microsoft Office products, such as Project, PowerPoint, SharePoint, Excel, and Visio.Curiosity and a passion for Science and Technology is an advantage. Tinkerers looked upon favorably.Pharma/Biotech or similarly regulated environment experience. Some knowledge of the Systems Development Life Cycle (SDLC), GAMP5, and knowledge of ServiceNow.Productive.  Self-starter with strong bias for action; able to get results.Ability to make commitments, track and communicate progress, and follow through until completion.Builds customer allegiance and strong, professional client relationships.Work independently and proactively to resolve customer issues.Excellent time management and ability to prioritize work based on business and client needs.Effective problem solvingDemonstrate Thermo Fisher Scientific values – Integrity, Intensity, Innovation and Involvement.

Working Conditions:

Works primarily at customer locations, in office environment to include cubicles and/or in and around shipping/receiving docks, stock rooms, storage locations and laboratory environments.Physical Activity: Walking, sitting, standing, kneeling, crouching, lifting, PC work, repetitive motions, feeling, grasping, pulling, pushing, and hearing.Level of Physical Requirements: Light to medium work.Level of Visual Acuity: Clerical, professional, administrative.May pass through areas where chemical based allergens may be in use (such as penicillin, tetracycline, etc)Depending on area of building, personal protective equipment may be worn to include lab coats, coveralls, hood, facemask, hairnets and/or safety gloves. Some areas require steel toe shoes, bump hats and/or safety glasses.Full time position must be able to work hours required to get the job done.

Join us at Thermo Fisher Scientific and give to our singular mission—enabling our customers to make the world healthier, cleaner and safer. Apply today http://jobs.thermofisher.com

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.