Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $25 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, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them. Our global team of more than 75,000 colleagues 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 and Patheon. For more information, please visit www.thermofisher.com
Leads Key Initiatives with responsibility for defining project objectives and benefits, project planning and execution. Takes accountability for stakeholder management and change management.
Develops Customer Service processes to improve the customer experience and productivity, ensuring consistent quality through stringent process change control
Responsible for data and model preparation, analysis and insight generation to identify trends and opportunities to improve processes
Utilises the PPI Business System methods and tools to lead continuous improvement activities
Delivers best practice across the European Customer Service team
Ensures that any process change is made in accordance with the Customer Service Process Change Procedure, including the update of Standard Operating Procedures in the Master Control System
Facilitates problem solving activities identified by daily management and supports the operational team in identifying and delivering Root Cause Counter Measures
Contributes to the development, optimisation and modification of systems and procedures using the IT change control process
Identify opportunities from systems, reports and analysis to drive added value.
Conduct in-depth analysis of data / reports by combining and interpreting external and internal quantitative and qualitative data, processes and development and by data mining for correlations, trends, outliers and probabilities.
Validate quality, consistency, accessibility and structure of data, validate models and ensure accurate preparation of data
Visualise insights to turn complex information / facts into clear findings to develop trusted information and true insights.
Advise colleagues and management on data and insight analysis that helps them to take action or reach decision.
Ensure all periodical and ad-hoc reporting on process improvement activities and realization is completed and elaborate to managers on interpretation.
Contribute to the signaling and prioritisation of potential process improvements
Represents the Customer Service team in cross-functional projects, with strong emphasis on providing the Voice of the Customer. Ensures the Customer Service process changes from projects follow the Customer Service Change Control Procedure
2 years of relevant experience in a Customer Service environment
Lean Six Sigma training advantageous
Understanding of the PPI Business System and A3 problem solving
Good knowledge of MS Project, Excel, Visio
Knowledge of internal guidelines and procedures for data processing and insight delivery
Knowledge of customer service level agreements and data governance principles (compliance, security, confidentiality
Acts with customers in mind, understands how to separate and combine tasks into efficient workflows, anticipates and adjust for problems and roadblocks
Fluent knowledge of English, spoken and written. Other language skills would be a distinct advantage
Non-Negotiable Hiring Criteria:
Positive, “can-do” attitude
Able to be self-sufficient and progress activities with limited supervision.
Strong verbal and written communication skills
Excellent analytical and presentation abilities
Ability to support and coordinate multiple projects at the same time
Ability to work independently, seeking help when needed, and creatively solving problems when help is not available