Senior Service Coordinator - IES Service at Thermo Fisher Scientific in Cambridge, Massachusetts

Job Description:

Work Schedule

Standard (Mon-Fri)



Environmental Conditions

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



Job Description



Become a Senior Service Coordinator at Thermo Fisher Scientific - IES Service and make a significant impact on the world. Join our collaborative team and contribute to groundbreaking work. This is an outstanding opportunity to advance your career in a world-class organization.



Location/Division Specific Information



This role is based on-site at our customer's location in Cambridge, MA. You will be integral to ensuring detailed daily service operations and other relevant service tasks.



What Will You Do?

• Dispatch work orders to vendors to ensure quick resolution of lab equipment.


• Support vendor scheduling and lab escorting for timely service completion.


• Collect field service reports and process work orders to completion.


• Apply inventory tools to gather asset data in laboratory settings, ensuring data accuracy.


• Export and analyze data for accurate cleansing and submission.


• Input complete and accurate data into the asset management database.


• Support SmartCapture product deployment, driving connectivity resolution and solutioning.


• Develop and maintain positive, professional relationships with clients and Thermo Fisher staff.


• Promote customer happiness, dedication, and asset data integrity.


• Develop action plans to drive continuous improvement.


• Meet all compliance and regulatory guidelines related to asset management.


• Drive problem resolution as needed.


• Adhere to all security and safety procedures.


• Identify and demonstrate other Thermo Fisher products and services.


• Participate or lead PPI project teams to enhance business performance.


• Perform other appropriate duties as assigned.

• High School Diploma or equivalent required.


• Associate degree or equivalent related experience preferred.


• Proven experience working in laboratory operational setting.


• Industry experience in one or more of the following areas: Life Sciences, Healthcare, or related field.


• Previous customer service experience.


• Ability to read, write and speak English.


• Display a high level of confidentiality.


• Must maintain Thermo Fisher Scientifics' Four-I Values.

• Must possess a strong desire to serve the customer.


• Must deliver excellent customer service to include maintaining a professional appearance.


• Must possess the interpersonal skills to multi-task and meet timelines.


• Must be proficient with a computer and the Microsoft Office suite of software with proficiency in Excel highly valued.


• Works at customer location fulltime, in office environment to include cubicles, laboratories, and/or shipping/receiving docks.


• Extensive walking/standing for 40-50% of the day, or as needed.


• Ability to work standard day shift to support customer core business operating hours.