DirecciónJob Description
The effectiveness, scope and depth of our Service and Support teams have, and will continue to be, a competitive advantage for the company. The core strategy of our customer facing teams across the company is to make it easier for our customers to do business with us. As Customer Care Service Center of Excellence (CoE) we Simplify the Customer Journey and Unlock Organizational Scale by building a Shared Entry Platform into the Thermo Fisher service organizations by aligning our operating mechanism and defining a gold standard within the company. We thrive for aligned and connected global processes, systems and teams to cater for our Divisions Customers clinical and strategic needs.
The Customer Care Service CoE plays a vital role in strengthening and enabling commercial success, shapes the global Remote Service strategy and execution; enables strategy implementation and Playbooks for process alignments across the remote teams, hand in hand with the Global Service and Support Division leaders.
As the Senior Manager for Business Transformation for Customer Care Service CoE, you will be responsible to understand our customers' needs, and provide the strategic direction and guidance to define a global standard for how we deliver service and value to our customers pre-and post-sale across multiple businesses, geographies and in numerous languages worldwide.
This role is accountable for all Business Transformation strategic imperatives for Customer Care Service CoE.
Key responsibilities include the facilitation of development of the overall Customer Experience Integrations/Migrations/Strategic Initiatives. Deploying and aligning projects, KPIs, performance dashboards, Tier governance, migration activities and aligned service delivery of support for internal and external customers in alignment with matrixed functions.
The successful candidate will report directly to the Director of Business Transformation, Customer Care Service CoE.
Key requirements and tasks:
Improving Customer success rate while establishing performance cadence. Has a deep understanding of the customer support needs across various markets that Thermo Fisher serves to drive Workforce Management to the service organizations. Operational Excellence: Drive standardization, harmonization across service businesses to ensure accountability at all levels of the organization through data, process and metrics which will be accomplished through close partnership with IT, service functions, and business analysts Project Management: Experience as leading successful projects through industry – recognized, best – in – class project management standards.
How will you get there?
Bachelor’s Degree or equivalent in experience in Life Sciences discipline required
Key interpersonal savvy skills that can be used to influence key matrix partners
Ability to travel domestically and internationally approximately 25% of time
Proven experience, comfort and familiarity leading a large scale global heavily metrics driven organization, with the ability to understand the data and derive action plans from that data
Proven success in building collaborative partnerships with field teams (Service Sales, Instrument Sales, Field Management) and internal organizations (Marketing, Service Development, Regulatory & Quality, R&D, Manufacturing, Operations and facilities).
Proven excellence in communication (verbal and written), negotiation, presentation, and interpersonal skills.
Strong PPI approach – able to drive productivity and sustainable improvements. PMP certification preferred.
Working Conditions:
Works in an office environment. Frequent domestic and international travel required, up to 25% or more as needed.
We are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce.
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.
