Laboratory Asset Site Manager
4 weeks ago
Key Accountabilities
- Ensure site operations align with program contract terms and Statement of Work requirements.
- Collaborate with account strategy to achieve annual operating plan goals for revenue, growth, margin expansion, and account retention.
- Foster positive working relationships with clients, service vendors, and Thermo Fisher staff.
- Prioritize customer satisfaction and loyalty.
- Contribute to quarterly business reviews and participate in meetings as required.
- Assist in data collection and analysis of customer metrics, including financials, compliance, growth, and profitability.
- Support action plans and tracking mechanisms to drive continuous improvement.
- Ensure compliance with regulatory guidelines specific to asset management and services programs, including inventory management.
- Maintain accurate data input to Resource Center database, including service requests, work orders, and purchase order information.
- Monitor and support service activities and customer concerns, ensuring timeliness, accuracy, and quality.
- Schedule site service visits with customers and vendors.
- Escort engineers into laboratory environments, ensuring a smooth transition.
- Review field service reports and invoices for financial accuracy, technical remediation procedures, and completeness.
- Update the CMMS with the latest information regarding onsite assets and service activity.
- Address customer concerns and resolve service or billing issues as needed.
- Identify alternate methods of service or parts in alignment with account strategy.
- Follow established procedures for high-dollar repairs and monitor progress.
- Adhere to Thermo Fisher and customer security and safety procedures.
- Participate in PPI project teams to improve business performance.
- Perform other duties as assigned by Thermo Fisher management.
- Travel to multiple client locations as required to support account needs.
Requirements
Minimum Qualifications- Associate's degree or equivalent experience; Bachelor's degree preferred.
- Fluent in English.
- 1-2 years of experience in one or more of the following areas: Agriculture, Life Sciences, Healthcare, Biomedical, or related field.
- Familiarity with CMMS systems and proficiency in using related software for data management.
- Experience in a customer-facing position.
- Ability to make commitments, track progress, and follow through until completion.
- Build strong, professional client relationships.
- Effective communication skills, both written and verbal.
- Ability to work independently and resolve customer issues.
- Excellent time management and prioritization skills.
- Effective problem-solving skills.
- Proficiency in Microsoft Word, Excel, and PowerPoint.
- Demonstrate Thermo Fisher Scientific values – Integrity, Intensity, Innovation, and Involvement.
Working Conditions
Physical Requirements- Works primarily at customer locations, in office environments, and laboratory settings.
- May work independently within customer locations.
- Physical demands include 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 be exposed to areas where chemical-based allergens are present.
- Personal protective equipment may be worn in certain areas, including lab coats, coveralls, hood, facemask, hairnets, and/or safety gloves.
- Steel toe shoes, bump hats, and/or safety glasses may be required in some areas.
- Must be able to work flexible hours to complete tasks.
- Required to travel by airplane and automobile for meetings and training as necessary.
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