Customer Service Specialist I

Job Description

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue over $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, increasing 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 delivers an unrivaled 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 www.thermofisher.com

サーモフィッシャーサイエンティフィック インコーポレイテッドについて
米国マサチューセッツ州ウォルサムに本社を置き、世界中に125,000人の従業員を擁しています。総売上高 は440億ドル、研究開発費は15億ドルに及び、Thermo Scientific、Applied Biosystems、Invitrogen、Fisher Scientific、Unity Lab Services、Patheon、PPDブランドは、世界のさまざまな分野の基礎・応用研修、製 品開発、品質管理・保証、安全保障から医療、製薬・バイオ医薬に至るお客様に広く浸透しています。

Helping deliver life-changing therapies
Our broad range of clinical development and analytical services enables Thermo Fisher Scientific customers to drive innovation and increase drug development productivity. Recognized for accelerating promising medicines from early development through regulatory approval and market access, our custom-tailored solutions service pharma, biotech, medical device and government organizations.

Essential Duties and Responsibilities
Provides technical and medical information, and/or performs intake of adverse events/ product complaints with quality customer service. Analyzes and researches inquiries and documents interactions according to organizational, client and regulatory guidelines. The information provided will be given to a level in parallel with the individual’s expertise, experience, and training.

Job Description
✓ Responds accurately and professionally to technical and medical information inquiries received via
phone, email, internet, or mail in reference to pharmaceutical or device products. Processes fulfillments and provides clinical trial information or after-hours on call support.
✓ Analyzes caller’s questions to formulate an accurate and concise response using client-approved
resources and records inquiries and interactions in the appropriate databases following organizational, client and regulatory guidelines.
✓ Identifies, records and triages adverse events and product complaints according to organizational, client and regulatory guidelines and provides additional support (including follow up) as needed.
✓ Maintains thorough knowledge of project and corporate policies and procedures including client
products, SOPs, protocols, GCPs, and applicable regulatory requirements.
✓ Works closely with internal and external client contacts (up to and including members of client
management) to resolve complex inquiries. As needed, research medical literature and drafts
responses for such inquiries

Education
✓ Bachelor's degree or equivalent and relevant formal academic / vocational qualification.

Knowledge, Skills, Abilities
✓ Medical knowledge
✓ Polite Japanese Customer service skill
✓ Proficient computer and keyboarding skills

Preferred
✓ Pharmacists or medical representative experience

Selling points of this position
✓ MIS play a key role in providing accurate medical information to health care professionals
and/or patients/consumers; and identifying and reporting Adverse Events and Product Quality
Complaints in accordance to regulatory requirements.

Career progression
✓ In Medical Communications alone, the career path that MIS may want to consider to pursue is
upward mobility, i.e., from MIS I > MIS II > MIS III > Ops Manager > Associate Director >
Director. Within MedComm there are likewise other career pathways such as Quality
Assurance, Training, etc. Outside MedComm, Thermo Fisher offers a wide range of career
growth opportunities, and we encourage and support staff through regular career conversations.

Team culture
✓ As we operate in a contact center type of environment, close team coordination and
collaboration is essential because we all aim for the same business goals. We hold daily check
in meetings, team meetings, one on one sessions, and engagement activities. From an
expertise perspective, we look to our MIS team to share the trends and insights they observe so
that these are shared in partnership to our clients.

Training
✓ During onboarding training, all MedComm new hires go through a 2-week MedComm Academy
training composed of self-learning and facilitator-led sessions. New hires are trained on
Departmental training during this time (Introduction to PPD and MedComm, Customer Service
and Regulatory training, Procedures and Policies, Database and Telephony systems, and
Product Safety Training). After the MedComm Academy, the MIS is trained on the MedComm
Project specific training which provides more in depth information about the processes and
products of the client program that MIS will be working on. Post the onboarding new hire
training, MISs are provided regular training. Majority of the training are self-learning training, and
the rest are conducted either face to face, mentor-type hands on training, or virtual training.

Interaction with global team
✓ MedComm is a global team, and most of the projects that we have in MedComm are Global
Clients. There may be meetings conducted globally, be it with internal or external partners. When global meetings are scheduled, we work on a common feasible time for attendees (e.g early morning or early evening Japan time).

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our
colleagues explain 5 reasons to work with us. A one team of 125,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve sophisticated scientific challenges, drive technological innovation and support patients in need.
#StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.
Apply today! http://jobs.thermofisher.com
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.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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