Service Support Specialist II
Work Schedule Standard (Mon-Fri) Environmental Conditions Office
Job Description
About Thermo Fisher Scientific At Thermo Fisher Scientific, 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, or improving patient diagnostics and therapies, we are here to support them. Join our team and help make a difference every day. Position Summary The Service Support Specialist II is a key member of our Field Service team, responsible for supporting and managing the Authorized Service Partner (ASP) program across the US. This role ensures that third-party service providers meet Thermo Fisher's high standards of quality, compliance, and customer satisfaction. You will coordinate onboarding, monitor performance metrics, maintain compliance documentation, and act as a primary liaison between Thermo Fisher and our ASP network. This is a dynamic role suited for someone who is process-driven, collaborative, and passionate about delivering exceptional service.
Key Responsibilities
Serve as the primary point of contact for all ASP-related activities within the region/division. Support onboarding and training for new partners, ensuring alignment with Thermo Fisher service standards. Monitor and evaluate ASP performance using service metrics, customer feedback, and audit results. Maintain accurate partner documentation, including contracts, certifications, and compliance records. Collaborate cross-functionally with Field Service, Technical Support, Quality, and Commercial teams. Drive continuous improvement initiatives within the ASP program to optimize service delivery. Assist in managing the ASP portal, tools, and training resources. Provide regular reporting and insights to leadership on ASP network performance and trends.
Minimum Qualifications
Requires a Bachelor’s degree and a minimum of 2 years of of experience in service operations, vendor/partner management, or technical support or related experience; or an advanced degree with limited experience; or equivalent work experience. Strong organizational and project management skills. Excellent interpersonal and written communication skills. Proficiency with Microsoft Office and experience with service platforms (e.g., Salesforce, or equivalent). Ability to manage multiple priorities in a fast-paced, matrixed environment. Strong analytical and problem-solving skills.
Preferred Qualifications
Experience working in life sciences, diagnostics, or industrial service environments. Familiarity with compliance standards and third-party service governance. Background in supporting field service or customer-facing technical teams. What Thermo Fisher Offers Competitive salary and comprehensive benefits package Annual incentive bonus plan Career development resources and advancement opportunities A culture of innovation, inclusion, and purpose Thermo Fisher Scientific is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees.
Compensation and Benefits
The salary range estimated for this position based in Massachusetts is $59,400.00–$89,100.00. 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