Laboratory Asset Site Coordinator

3 weeks ago

Melbourne, Victoria, Australia Thermo Fisher Scientific Full time
Laboratory Asset Site Manager Job Description
  • Ensure seamless site operations by adhering to program contract and Statement of Work guidelines.
  • Collaborate with the account team to drive annual operating plan goals for revenue growth, margin expansion, and account retention.
  • Develop and maintain strong working relationships with clients, service vendors, and Thermo Fisher staff.
  • Focus on customer satisfaction and loyalty through proactive engagement and issue resolution.
  • Support the development of quarterly business reviews and participate in required meetings.
  • Analyze customer metrics, including financials, compliance, growth, and profitability, to inform data-driven decision-making.
  • Implement action plans and tracking mechanisms to drive continuous improvement and process optimization.
  • Ensure compliance with regulatory guidelines and industry standards for asset management and services.
  • Maintain accurate data input in the Resource Center database, including service requests, work orders, and purchase order information.
  • Monitor and address customer concerns regarding service activities, timeliness, accuracy, and quality.
  • Coordinate site service visits with customers and vendors, ensuring smooth transitions for engineers.
  • Review and verify field service reports and invoices for financial accuracy and completeness.
  • Update the CMMS with the latest information on onsite assets and service activity.
  • Resolve customer concerns and issues in a timely and professional manner.
  • Assist with service or billing inquiries, questions, or credits.
  • Explore alternative methods of service or parts aligned with account strategy, promoting efficient solutions.
  • Follow established procedures for high-dollar repairs, monitoring progress and ensuring timely resolution.
  • Adhere to Thermo Fisher and customer security and safety protocols.
  • Participate in PPI project teams to enhance business performance and drive innovation.
  • Perform other duties as assigned by Thermo Fisher management, ensuring alignment with company goals.
  • Travel to multiple client locations as required to support account needs.
Requirements and Qualifications
  • Bachelor's degree or equivalent experience; associate's degree considered with relevant experience.
  • Fluent in the English language.
  • 1-2 years of experience in agriculture, life sciences, healthcare, biomedical, or related fields.
  • Familiarity with CMMS systems and proficiency in related software for data management.
  • Experience in customer-facing roles, with a focus on customer satisfaction and loyalty.
  • Ability to prioritize tasks, manage multiple projects, and meet deadlines.
  • Excellent communication and problem-solving skills, with a focus on customer-centric solutions.
  • Proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint.
  • Demonstration of Thermo Fisher Scientific values: Integrity, Intensity, Innovation, and Involvement.
Working Conditions
  • Primarily works at customer locations, in office environments, with occasional exposure to laboratory settings.
  • May work independently or as part of a team, with varying levels of physical activity.
  • Requires walking, sitting, standing, lifting, and using computer equipment for extended periods.
  • May be required to wear personal protective equipment, including lab coats, safety glasses, and steel-toe shoes.
  • Travel may be required for meetings and training sessions.

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