Job Detail

When you’re part of Thermo Fisher Scientific, you’ll do challenging work, and be part of a team that values performance, quality and innovation. As part of a successful, growing global organization you will be encouraged to perform at your best. With revenues of $22 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.

We are currently looking for a Site Account Manager – Customer Services, to support our on-site team in Solothurn.

The Site Account Manager manages work orders in Asset Management Database and site inventory. The Site Account Manager will encourage/manage program growth and track clients invoice payment. This position plays a critical role in supporting site initiatives to enhance client satisfaction, account profitability and retention. The ideal candidate will be a skilled communicator and effectively develop and maintain positive working relationship with vendors.

Your tasks:

• 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 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.


• Support the development of quarterly business reviews and participate in meetings as required.


• Assist in data collection and 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 and services program to include all facets of inventory management through provided tools.


• Responsible for accurate data input to Resource Center database to include service requests, work orders and purchase order information.


• Support problem resolution and escalation at account as needed.


• Monitor and maintain up-to-date service and financial documents for service contracts. Ensure vendor compliance.


• Assist with the resolution of service or billing issues, questions or credits.


• Obtain and review field service reports and invoices for financial accuracy, technical remediation procedures, and completeness.


• Search and provide alternate methods of service or parts in alignment with account strategy.


• Follow established, approved procedure for high cost repairs, issue High cost P.O. numbers and monitor high cost repairs as they progress up to and including call follow up.


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


• Support opportunities to identify and leverage other Thermo Fisher products and services.


• Participate in PPI project teams as assigned to improve business performance.


• Travel to multiple client locations as applicable to support account needs (< 5%).


• Role may also support other European locations such as Denmark at a high level with some travel.

• Commercial degree or equivalent experience


• Minimum 2-3 years’ experience in a customer facing position


• Knowledge of SAP (Modules SD, MM, SM), MS Office (Word, PowerPoint, Excel)


• Knowledge of English, both verbal and written and knowledge of German is a great advantage


• Experience in Life Sciences or Healthcare environment is an advantage


• Work independently and proactively to resolve customer issues.


• Build strong, professional client relationships.


• Team oriented


• Sound decision making skills


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

• Employment with an innovative, future-oriented organization


• Outstanding career and development prospects


• Company pension scheme and other fringe benefits


• Exciting company culture which stands for integrity, intensity, involvement and innovation