Job Description

　　Provides technical and medical information, and/or performs intake of adverse events/ product complaints with quality customer servce. 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. Essential Functions and Other Job Information: Essential Functions • 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 knowledge of project and corporate policies and procedures including client products, SOPs, protocols, GCPs, and all applicable regulatory requirements. • Works with internal and external client contacts to resolve inquiries. As needed, researches medical literature and drafts responses for such inquiries. • Provides administrative support as needed. Job Complexity Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations. Job Knowledge Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks. Supervision Received Normally receives little instruction on daily work, general instructions on newly introduced assignments. Business Relationships Contacts are frequent with individuals representing other departments, and / or representing outside organizations. Contacts involve obtaining or providing information or data on matters of moderate importance to the function, or the department, or which may be of sensitive nature. Qualifications: Education and Experience: High / Secondary school diploma or equivalent and relevant formal academic / vocational qualification Technical positions may require a certificate Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to at least 4 years) including 1+ year of medical or life-sciences experience, training or education. In some cases an equivalency, consisting of a combination of appropriate education, training and/or directly related experience, will be considered sufficient for an individual to meet the requirements of the role. Knowledge, Skills and Abilities: • Strong verbal and written communication skills • Strong language skills (comprehension, speaking, reading and writing); Fluency skills in a second language may be required • Solid computer and keyboarding skills • Good interpersonal skills • Ability to work independently as well as part of a team. • Ability to interpret client provided medical and technical information • Organizational and time management skills • Ability to maintain a positive and professional demeanor in challenging circumstances Management Role: No management responsibility Working Conditions and Environment: • Work is performed in an office environment with exposure to electrical office equipment • Constant interaction with clients/associates required • Constant attention to detail-visual, mental • Constant multi-tasking • Daily exposure to high pressure, intense concentration needed • Rotating shifts may be required • Occassional driving to site locations with occassional travel • Long varied work hours required occasssionally Physical Requirements: • Frequently stationary for 6-8 hours per day • Repetitive hand movement of both hands with the ability to make fast, simple, repeated movements of the fingers, hands, and wrists • Occasional mobility required • Occasional crouching, stooping, bending and twisting of upper body and neck. • Light to moderate lifting and carrying (or otherwise moves) objects including luggage and laptop computer with a maximum lift of 15-20 lbs. or 6-9 kgs. • Ability to access and use a variety of computer software developed both in-house and off-the-shelf • Ability to communicate information and ideas so others will understand; with the ability to listen to and understand information and ideas presented through spoken words and sentences • May interact with others, relating and gathering sensitive information. Interaction includes diverse groups • Works with guidance or reliance on oral or written instructions from management. May require periods of intense concentration • Performs a wide range of variable tasks as dictated by variable demands and changing conditions with little predictability as to the occurrence • Ability to perform under stress • Regular and consistent attendance

　　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.