Job Descriptions
Responsibilities
• Schedule daily work (build daily vendor escorting schedule), customer communications, tracking and reporting of metric data, serve as delegate for supervisor in customer and company facing meetings and providing look ahead for potential service disruptions.
• Support the team by providing technical expertise and training, advising projects, following up with routine work order status reports, serving as first point of contact for client concerns, maintaining the shared e-mailbox, hosting routine sub-team meetings with team members, and escorting field service engineers onsite on an as needed basis.
• Embody safety culture and promote a safe work environment, communicate client issues, and optimally diffuse dissatisfaction, communicate openly with leadership and peers, adopt Practical Process Improvement (PPI) methodologies, show strength at explaining site specific scope of work, and positively represent Thermo Fisher Scientific at all times throughout customer locations
• Generate client requested reports, including open work orders, work order status, and pending service requests.
• Schedule OEM service events and complete pre-work (register OEM, Covid requirements).
• Provide coverage for vendor escorting on an as needed basis.
• Close work orders.
• Build work orders per client request.
• Liaise to generate quotes.
• Seek service reports and review for Good Documentation Practices (GDP).
• Supervise queue for new work orders to triage.
• Follow well-defined procedures and successfully apply GDP in all regulated record keeping.
• Independently make decisions and use available resources to meet customer requirements.
• Participate in projects and complete other duties as assigned.
Requirements
- Must possess a High School Diploma/GED
- Associates/Bachelors preferred Experience:
- Experience in laboratory and in GXP environments. Utilization of Good Documentation Practices in all record keeping.
- 2+ years of progressive proven experience preferred.
- 2+ years in customer service environment.
- Knowledge, Skills, Abilities:
- Demonstrated verbal, written and presentation skills.
- Must maintain Thermo Fisher Scientifics’ Four-I Values.
- Proven excellence in customer service skills.
- Detail oriented, problem solver, promotes team environment.
- Computer/software skills (i.e. Power BI, Outlook, Excel, Word, PowerPoint).
- Strong interpersonal skills and proactive approach in all duties.
- Ability to instantly adapt to a flexible and changing schedule.
- Demonstrate a sense of urgency in completing work assignments.
- Good time management and interpersonal skills. Overtime may be needed as required.
- Works primarily in office environment to include cubicles and/or in and around shipping/receiving docks, stock rooms, storage locations and laboratory environments.
- May be required to work independently within customer location.
Salary
Competitive
Hourly based
Location
, Decatur County, Kansas, United States, Kansas, United States
, Decatur County, Kansas, United States, Kansas, United States
