Onsite Customer Support Specialist (m/f/d)

Requisition Number

230778BR

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 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, growing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team of more than 100,000 colleagues delivers an outstanding 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, Patheon and PPD. For more information, please visit

Discover Impactful Work:

As a Onsite Customer Support Specialist (m/f/d) you will be responsible to support in handling the program Asset Management Service or Managed Services Account(s) (AMS) at a customer location in Frankfurt and, as the need arises, in other locations in EMEA. You will become a key contributor to ensuring customer happiness by ensuring performance in planned/ unplanned services, financial and operational business reviews thus driving excellence in service. You will report to the Account Manager to ensure customer confidence in our program and retention by implementing the program in line with our contractual commitments. You will be working in a very dynamic environment allowing you to make an impact and gain meaningful experience in a cross-functional working environment.

Location Information

Frankfurt am Main area, Home Office based, with onsite presence at our customer from 50% (depending on business needs)

This position is a Maternity and parental leave replacement with a limited employment contract from 01.06.2024 to 30.09.2025.

A day in the Life

Deliver a successful and valuable AMS program to customers, driving performance of suppliers and processes to customer happiness

Assist with the renewal/rollover of the contract each year providing support in reviewing the customer’s asset list and service coverage required or desired for that, following the deal review process and ensuring required approvals are sought

Develop and maintain positive and professional working relationships with clients, service suppliers and Thermo Fisher staff in a dynamic, cross-functional network of peers that offers great opportunities for working with different backgrounds and areas of expertise

Be able to use, interpret standard reports or generate custom ones to supervise the account and to report either internally or to customer

Bring an agile personality enabling partnership with customer and colleagues to quickly find solutions to problems, embracing a mentality of continuous process improvements and identifying root causes to overcome and remove barriers and challenges

Participate and lead meetings with customers and collaborators where required

Deliver effective messages and reports and identify follow-up actions where required

Be motivated to adapt and learn new skills and processes, work on personal growth and development of own critical thinking

Take parts and coordinate regular visits to customer, including also activities in laboratory environment and supporting with inventory activities

Become a trusted point of contact both for internal and external peers

Act as deputy of the account manager during leaves

Key to Success

You have experience in service or support functions

You ideaaly have worked in one or more of the following environments: Pharma, Biotech, Medical- and/or Chemical Laboratories, Healthcare Facilities

you adopt a process improvement mentality

You understand and know how to drive customer allegiance and grow our existing customer base

Strong verbal and written communication skills in German and English

Ability to work across all levels, functions and regions at clients and within our corporation

Proven organizational skills with the ability to prioritise multiple tasks

Excellent inter-personal, self-motivational and negotiating skills

What we Offer

Employment with an innovative and developing organization

Outstanding career and development prospects

Engaged colleagues in an international working environment

Company pension scheme and other fringe benefits

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

Good Salary and bonus payments

Flexible working times and home office

If you are interested, please apply online with your CV and Motivation Letter including possible start date and salary expectations.

At Thermo Fisher Scientific, each one of our 100,000 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.

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, disability or any other legally protected status.

Apply today!

Agency notice!

Please note we are not interested in receiving unsolicited CVs from any personnel service providers. Should you choose to send us or upload any such candidate document they will not be acknowledged and will be deleted in line with our privacy policy

Job Category

Customer Service

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.