Customer Site Manager

ThermoFisher Scientific; Cambridge (MA); On-site; USD 93,000 - 110,000; Full time

Benefits offered by this job

Health plans

Vision plan

Paid time off

Retirement plan

Stock purchase plan

Job summary

Thermo Fisher Scientific in Cambridge, MA seeks a Customer Site Manager to lead an on-site laboratory asset management program overseeing ~11,000 assets. You will manage a team of 4 direct reports and collaborate with cross-functional resources to deliver end-to-end service and client satisfaction.

The role requires 3+ years in lab operations, 2+ years of people management, and a customer-facing background, with a focus on operational excellence and program growth.

Qualifications

• Bachelor's degree in life sciences or equivalent preferred.
• 3+ years in laboratory operations.
• 2+ years of people management or supervisory experience.
• Experience in a customer-facing role.
• 2+ years asset management experience preferred.

Responsibilities

• Lead onsite delivery of a complex lab asset management program for ~11,000 assets.
• Serve as primary onsite contact for customer stakeholders and coordinate resources.
• Develop and maintain professional relationships with customers and vendors.
• Provide leadership to regional service organizations within Asset Management Services.

Skills

Customer service

Leadership

Microsoft Excel

Organizational skills

Education

Bachelor's degree in life sciences

Job description

Work Schedule

First Shift (Days)

Environmental Conditions

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

Job Description

As part of the Thermo Fisher Scientific team, you'll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world's toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Discover Impactful Work

Join our team as a Customer Site Manager within IES – Enterprise Services, providing laboratory Asset Management Services solutions to our customers. This customer site-based role in Cambridge, MA requires daily onsite presence to drive collaboration, synergies, and strong client relationships while delivering end-to-end execution of our statement of work deliverables. You will provide leadership and management to a team of 4 direct reports, with additional oversight of onsite and remote cross-functional support resources as needed.

A Day in the Life

• Lead the onsite delivery of a complex laboratory asset management program spanning ~11,000 assets, with accountability for instrument uptime, service performance, operational excellence, and the customer relationship
• Serve as the primary onsite point of contact for customer stakeholders, proactively addressing service needs, coordinating internal and external service resources, and ensuring equipment issues are resolved quickly to minimize disruption to laboratory operations
• Develop and maintain positive, professional working relationships with customers, service vendors, and Thermo Fisher staff
• Interact regularly with client personnel and Thermo Fisher onsite staff regarding program operation, goals, and successes to instill customer confidence
• Provide leadership and management direction to assigned regional service organizations within Asset Management Services (AMS)
• Create, coordinate, and support business unit goals and strategies including business growth, improved margins, customer satisfaction objectives, account retention, budget management, and marketplace reputation enhancement
• Collaborate with other Thermo Fisher divisions to leverage products and services capabilities and identify new business opportunities
• Establish and implement short- and long-term plans for self and team to achieve key metrics
• Hire, coach, motivate, evaluate performance, and develop team members for future career growth
• Lead and participate in Practical Process Improvement (PPI) project teams to improve business performance
• Make sound business decisions, drive operational efficiencies, ensure best practices are leveraged throughout the organization
• Implement site field service policies and procedures regarding resource management, account maintenance, and service operations
• Coordinate with internal support staff for problem resolution and establish effective customer relationships
• Support additional customer locations in the region as needed

Keys to Success

Education

• Bachelor's degree in life sciences field or equivalent experience (preferred but not required)

Experience

• 3+ years working in laboratory operational setting within Life Sciences, Healthcare, or related field
• 2+ years of demonstrated people management or supervisory experience, with responsibility for mentoring, developing, and providing direct oversight of employees
• Experience in a customer-facing position
• 2+ years asset management experience preferred

Knowledge, Skills, Abilities

• Strong proficiency with Microsoft Office suite, with Excel proficiency highly valued
• Strong desire to serve the customer and deliver excellent customer service
• Ability to maintain professional appearance and high level of confidentiality
• Organizational skills to multi-task and meet timelines
• Commitment to Thermo Fisher Scientific's Four-I Values (Integrity, Intensity, Innovation, Involvement)

Other

• Must be legally authorized to work in the United States without sponsorship now or in the future
• Must be able to pass a comprehensive background check and drug screen

Compensation and Benefits

The salary range estimated for this position based in Massachusetts is $92,900.00–$110,000.00.

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

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards

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.