Supply Center Project Manager II

Position Overview

The Supply Center Project Manager II will work within the Supply Center Customer Enablement team, supporting the Digital Commerce and Products organization. This role is crucial for supporting channel revenue and growth through the installation of new Supply Center locations and assisting over 650 existing locations throughout North America. Responsibilities include coordinating equipment installation, onsite stocking, platform training, customer inquiries, troubleshooting, and maintenance activities. This position involves direct interaction with customers and internal partners, with direct responsibility for the regional performance of Thermo Fisher Scientific’s Onsite Stocking portfolio, aligning to critical metrics and driving results for customers and the company.

Responsibilities

• Daily Monitoring and Support: Handle customer (internal/external) inquiries and monitor daily offline technologies, seeking solutions.
• Issue Resolution: Regularly review SCMS system alerts and collaborate with onsite support teams to resolve problematic issues.
• Customer Feedback Integration: Apply Voice of the Customer (VOC) to identify trending customer concerns and discuss key opportunities in team touchpoints.
• Customer Support Coordination: Provide frontline coordination and system entry for all customer support or maintenance needs, including equipment repair/replacement, initial troubleshooting, diagnosis of customer complaints, training requests, site closures, and other requests.
• Ticket Management: Coordinate and prioritize SCMS, IT, or Venture Issue tickets.
• New Location Implementation: Work with commercial teams and Business Development partners to implement new stocking locations in strategic areas with growth potential.
• Efficiency Improvement: Ensure maximum efficiency of existing Onsite Stocking locations.
• Revenue Generation Support: Support conversion, expansion, and other revenue-generating opportunities for current customer solutions.
• Project Management: Improve project management output by installing/completing customer projects within agreed schedules and setting customer expectations.
• Field Support: Provide field-based solution support as needed, including onsite equipment/solution setup, network connectivity/troubleshooting, and end-user/host training/equipment repairs.
• Data Analysis: Utilize data and analytic tools to identify and action improvement initiatives driving channel growth.

Requirements

• Minimum B.S. degree in a scientific or business subject area.
• 2+ years of experience in operations, project management, or customer service.
• Results-oriented, metrics-driven individual with a focus on root cause determination, remediation, and continuous improvement.
• Experience with technical analysis, including discovering and recommending solutions, defining business impacts, and providing analysis and improvements.
• Excellent presentation, written, and verbal communication skills.
• Proven ability to build partnerships and work across a matrixed organization.
• Experience developing cross-functional internal working relationships (sales, IT, marketing, operations).
• Strong technical understanding of inventory management systems and practices.
• Experience aligning cross-cultural, cross-functional, and virtual teams.
• High level of integrity and principles that accept transparency.
• Ability to lift 40 lbs. without assistance.
• Willingness to travel to customer locations at least 25-30%.

Environmental Conditions

• Laboratory Setting
• Office

Employment Type

• Full-time

Work Schedule

• First Shift (Days)

What We Offer

• Competitive salary, bonus, pension, flexible benefits, and healthcare.
• Training plans to ensure a smooth role transition.
• Opportunity to collaborate with top problem-solvers.

Company Information

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 provides accessibility/disability access.