Site Account Representative II at Thermo Fisher Scientific in holly springs, North Carolina
Posted in Other 27 days ago.
Job Description:
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
Associate Lab IT Concierge
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 an Associate Lab IT 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 efficiently 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.
- Carry out physical check of instrument and network connections, while implementing customer SOPs for troubleshooting.
- Assist with instrument triage and perform basic troubleshooting to aid in diagnosis of issue.
- Contact and escort vendors for instrument repairs and provide troubleshooting support.
- Support client defined processes involving incidents, malfunctions, and service requests for laboratory IT related instrumentation in a timely manner.
- Work closely with client Quality and client security groups to ensure requirements from these fields are met.
- Assist with user creation, providing access (as per customer procedures).
- Assist with updating documentation as required per GxP for Quality lab instruments.
- Obtain signatures and approvals from team members for GxP documentation.
- Assist with IT related (network, computer id, etc) details if needed as per GxP for Quality lab instrument. Note: this does not relate to instrument performance.
- Coordinate with the network team to get the instrument online.
- Coordinate with customer IT in the integration of the instrument with other applications if required.
- Assist with coordination to customer team with IT related requirements for new instrument installation (example - new system to be delivered and installed) Associate IT Concierge coordinates activities, and proper IT set-up.
- Schedule periodic reviews with customer instrument owner.
- Verify validity of user accounts, last login etc.
- Follow up with laboratory personnel on a regular basis in relation to laboratory equipment computers to drive a positive customer experience.
- Conduct site operations in accordance with terms and conditions of program contract and Statement of Work.
- Verify inventory of lab instruments using ULS Asset Manager.
- Ensure software contracts are in place owned by CSL.
- Support firmware updates [OTA] by coordinating with the instrument vendor.
- Coordinate with customer IT archival or migration of existing data.
- Develop and maintain positive and professional working relationships with clients, service vendors and Thermo Fisher staff.
- Assist with 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.
- Enforce all Thermo Fisher and customer security and safety procedures.
- Participate in PPI project teams as assigned to improve business performance.
Minimum Requirements/Qualifications:
- Associate degree or equivalent experience.
- Experience of working in laboratory environment and knowledge of computerized instrumentation preferred.
- Experience in a customer facing position.
- Well-developed communication (both verbal and written) & interpersonal 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) and GAMP5
- Productive. Self-starter with strong bias for action; able to get results.
- 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.
- Demonstrate Thermo Fisher Scientific values - Integrity, Intensity, Innovation and Involvement.
- Knowledge of ServiceNow a plus.
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.
- Must be able to work hours required to get the job done.
Benefits
- 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
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.
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