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Thermo Fisher Scientific Customer Service Specialist 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/Division Specific Information

This position is focused on service delivery excellence for UnityTM Lab Services. A division of Thermo Fisher responsible for providing onsite services at customers locations. We provide services at over 400 customer sites globally.

This position is located in Cambridge, MA

How will you make an impact?

As a Customer Service Specialist, you'll be a part of the important work being done in the lab by supporting and servicing our customers onsite.

What will you do?

  • Escort lab instrument service vendors from the security desk to the job site and provide locally required trainings to such service vendors.

  • Work with service vendors to ensure service reports are obtained in a timely manner upon completion of a service.

  • Assist with managing all asset contracts

  • Affixes and removes lab instrument labels as directed by custo

  • Collects pipettes in designated pickup/drop-off locations and ensures they are handed off to the pipette calibration vendor.

  • Catalogs and prepares GxP LIS documents for archive.

  • Assist site asset manager with asset management activities as requested including but not limited to equipment moves, installs, removals, labelling, and inventory management.

  • Assist site Planner/Scheduler with planning/scheduling activities as requested including but not limited to processing and/or closing service work orders in the computerized maintenance management system.

  • Understand customer requirements and coordinate/interface with other teams for various support requirements.

  • Maintain professional and customer-oriented relationships with team members, internal and external customers and service providers, and building occupants.

  • Comply with all company policies and procedures and adhere to company standards. Provide compliance and quality system management support to help ensure the LIS group is audit ready every day.

  • Maintain a continuous improvement mindset and identify LIS process improvement opportunities.

  • Perform other job-related duties and special projects as requested.

How will you get here?


  • High School Diploma/GED required

Knowledge, Skills, Abilities:

  • Must be able to read, write and speak English

  • Must work well in a team environment.

  • Strong written and oral communication skills

  • Must possess leadership skills to be able to provide functional supervision and coaching to staff and be able to show concern for well-being and success of others.

  • 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 be customer focused to deliver excellent customer service including maintaining a professional appearance at all times.

  • Must be proficient with a computer and the Microsoft Office suite of software.

  • Must possess a high level of communication skills to provide guidance to others in performing the work, to effectively present information and respond to questions or customer service requests and interact with various levels of the customer's organization.

Working Conditions:

  • Works primarily at customer locations, 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 at customer location.

  • Extensive walking may be required.

  • Must be able to lift, push and pull 30-40 pounds consistently; may be required to lift 50 lbs.

  • May pass through areas where chemical based allergens may be in use (such as penicillin, tetracycline, etc).

  • May be able to use material handling equipment such as push carts and pallet jacks

  • Depending on area of building, personal protective equipment may be worn to include lab coats, coveralls, hood, facemask, hairnets and/or safety gloves

  • Some areas require steel toe shoes, bump hats and/or safety glasses

  • Must be able to work overtime as required

At Thermo Fisher Scientific, each one of our 75,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission-enabling our customers to make the world healthier, cleaner and safer.

Apply today!

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.

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.