JOB DESCRIPTION

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 Asset Management Process Manager within Instrument and Enterprise Services (IES) division of Thermo Fisher Scientific. You will use your service management and relationship building experience to become a key member of the Unity Lab Services (ULS) team.
In this role you will serve as the primary Asset Management Resource for your assigned sites, providing day to day support, and technical guidance to meet the ULS and Customer objectives. The Asset Management Process Manager manages work orders in CMMS Asset Management Database and account/site level inventory. The asset management process Manager will encourage/manage program growth and track clients invoice payment. The successful candidate achieves a high level of customer satisfaction, account growth & profitability through their own actions and by using the resources of Unity Lab Services. Also, the ideal candidate will be a skilled communicator and effectively develop and maintain positive working relationship with vendors.

MINIMUM REQUIREMENTS/QUALIFICATIONS:

• East Coast based Preferred
• Bachelor’s degree or equivalent experience
• 3-5 years of Industry experience in one or more of the following areas: Agriculture, Life Sciences, Healthcare, Biomedical or related field.
• 3 years of previous account and/or project management experience preferred.
• Preferred Lab operations, field service experience (technical) or strong service knowledge.
• Experience with Service, Vendor Relationship, Contract, Asset or Lab Management and Lab Operations – Large Pharma/ Industrial
• Proficiency with Microsoft Word, Excel, PowerPoint.
• Experienced in achieving customer loyalty and growing customer base.
• Self-starter with strong bias for action; able to get results.
• Builds customer allegiance and strong, professional client relationships.
• Effective open communication skills (both verbal and written).
• Analytical review and reporting capabilities.
• Effective problem solving, work independently and proactively to resolve customer issues.
• Excellent time management and ability to prioritize work based on business and client needs.
• Ability to make commitments, track and communicate progress, and follow through until completion.
• Ability to travel
• Demonstrate Thermo Fisher Scientific values – Integrity, Intensity, Innovation and Involvement.

Conduct account/site operations in accordance with terms and conditions of program contract and Statement of Work. Support overall account strategy to achieve annual operating plan goals for revenue, growth, margin expansion, and account retention.

• Develop and maintain positive and professional working relationships with clients, service vendors and Thermo Fisher staff.
• Support in management, completion and presentation of contract Statement of Work, as related to individual account specific contract renewals.
• Responsible for customer satisfaction and loyalty, using Customer Allegiance Score (CAS) survey results.
• Support the development of quarterly business reviews for managed accounts, attend and present in lead role during meetings.
• Assist in data collection and analysis of customer metrics to include but not limited to financials, compliance, growth, and profitability.
• Support action plans and tracking mechanisms to drive continuous improvement.
• 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.
• Responsible for accurate data input to Resource Center database to include service requests, work orders and purchase order information.
• Support customer concern and problem resolution at account as needed.
• Monitor all service activities and issues to include, timeliness, accuracy, and quality of the event.
• Monitor and maintain up-to-date service and financial documents for service contracts. Ensure vendor compliance.
• Obtain and review field service reports and invoices for financial accuracy, technical remediation procedures, and completeness.
• Adhere to all Thermo Fisher and customer security and safety procedures.
• Support opportunities to identify and use other Thermo Fisher products and services.
• Participate in PPI project teams as assigned to improve business performance.
• Other appropriate duties as assigned by Thermo Fisher management.
• Travel to multiple client locations as applicable to support account needs (< 60%).
• Onsite Support for other sites
• Implementation Support
• Customer Service
• Contract Mgmt
• Vendor Administration