Job Information

ThermoFisher Scientific Customer Service Specialist I in Tokyo, Japan

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.

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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


✓ 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


✓ 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.


✓ 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!

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.

Accessibility/Disability Access

Job Seekers with a Disability: Thermo Fisher Scientific offers accessibility service for job seekers requiring accommodations in the job application process. For example, this may include individuals requiring assistance because of hearing, vision, mobility, or cognitive impairments. If you are a job seeker with a disability, or assisting a person with a disability, and require accessibility assistance or an accommodation to apply for one of our jobs, please submit a request by telephone at 1-855-471-2255*. Please include your contact information and specific details about your required accommodation to support you during the job application process.

*This telephone line is reserved solely for job seekers with disabilities requiring accessibility assistance or an accommodation in the job application process. Messages left for other purposes, such as not being able to get into the career website, following up on an application, or other non-disability related technical issues will not receive a response.

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.