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Thermo Fisher Scientific Lead Customer Service Representative (Lab Services) in Cambridge, Massachusetts

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.

Location: Cambridge, MA

What you will do:

  • Act as Lead representative to coordinate lab equipment purchases, equipment tagging, installation services and/or retirement. Including, but not limited to:

  • Assist with obtaining quotes from suppliers for new equipment

  • Manage and track purchase orders

  • Print and assign labels to laboratory equipment ensuring proper identification

  • Track multiple projects in accordance to stakeholder deadlines

  • Work closely with client Facilities' team to coordinate installation and reconfiguration of laboratory space

  • Routine follow-up and coordination / planning with external service technicians

  • Host visiting service technicians, and ensure expected work is performed as scheduled

  • Conduct site operations in accordance with terms and conditions of program contract and Statement of Work

  • Support overall account strategy to achieve annual operating plan (AOP) 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

  • Responsible for customer satisfaction and loyalty

  • Assist in data collection to support 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

  • Responsible for accurate data input into both client and Thermo Fisher' Enterprise Asset Management system.

  • Support problem resolution and escalation at account as needed

  • Monitor all service activities and escalations to include, timeliness, accuracy and quality of the event

  • Adhere to all Thermo Fisher and customer security and safety procedures

  • Support opportunities to identify and leverage other Thermo Fisher products and service

  • Participate in Practical Process Improvement (PPI) project teams as assigned to improve business performance

  • Other appropriate duties as assigned by leadership.


  • High School Diploma required; Bachelor's Degree preferred or equivalent experience

Knowledge, Skills, Abilities

  • Intermediate level user of Microsoft Outlook, Word, Excel, PowerPoint

  • Must maintain Thermo Fisher Scientifics' Four-I Values - Integrity, Intensity, Innovation, and Involvement

  • Must possess a strong desire to serve the customer and the interpersonal skills to deal with various levels of personnel at the customer site.

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

  • Must possess the organizational skills to multi-task and meet deadlines as needed.

  • Must be able to work independently and proactively to resolve customer issues

  • Must be capable of building strong, professional client relationships

  • Must be team oriented

  • Excellent time management skills required and ability to prioritize work based on business and client needs

  • Ability to make commitments, track and communicate progress and follow through until completion

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $25 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them. Our global team of more than 75,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services and Patheon. For more information, please visit .

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Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.