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.
Requirements
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.
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
Benefits
Health insuranceDental insuranceVision insurance401(k)Paid time offEquity / stock optionsPerformance bonusParental leave
Additional Information
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.
Thermo Fisher Scientific · Cambridge, MA