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. Take your place on our strong team.
Our Clinical Diagnostics Division (CDD) is actively seeking a
Permanent Contract located in Europe (home-based with 10-20% traveling, primarily in Europe and North Americas).
Position Summary: The Clinical Diagnostic Division has a dedicated Global Service & Support organization setup to ensure World Class Clinical Customer Care for our customers. We are looking to add a Sr. Manager of Services Operations specifically to own and strengthen our Operational Customer Care Excellence (Service Operations Excellence). We are looking to further strengthen our capabilities in becoming a leading metrics / KPI’s and a data-driven organization. The successful candidate will be working in a matrix organizational setup where you will be working with multiple internal stakeholders (Business unit’s & Field teams) to create an aligned and efficient way to support our valued customers. The candidate will be providing strong strategic and service operation leadership and guidance to support the Global Customer Care organization. Ensuring World class customer excellence performance for our end-customers.
This person will support the CDD Customer Care Global organization in operational and customer success areas such as:
Lead the strategy and implementation of service reporting, scorecards, and benchmarking.
Optimize service processes and service IT infrastructure, participating in group and company service IT strategy development and deployment.
Coordinate and manage service parts and tools, including establishing trunk stocks and warehouse inventory.
Lead service PPI and service transparency reviews to continually improve customer loyalty while minimizing costs.
Be the connecting partner for other Thermo Fisher Scientific groups and divisions in large scale programs and projects
Collaborate in our cross-functional fast-growing Divisional organization to ensure an excellent customer experience.
Requirements/Qualifications of Education
Demonstrated success in a Service Operations, business operations, or similar role.
Ability to understand high-level support strategies, translate them into system and process requirements, and ensure local execution and business impact.
Ability to manage multiple priorities and tasks; proven strong organizational and project management skills in a fast-paced environment.
Previous experience in the IVD Market an advantage
Must have the ability to work independently, have effective communication skills, interpersonal and listening skills and proven ability to work in teams
Requirements for Experience and Skills
Strong Customer excellence drive
2-3 years of work experience in related areas within Service Operation
Experience in an IVD market, preferably clinical chemistry
The ability to work in an organized way with full transparency
Skilled at multi-tasking and collaborating with multiple functions in a matrixed organization
Excellent skills in written and spoken English and second language desirable
Strong process improvement intuition and skills
Excellent communication and organizational skills
At Thermo Fisher Scientific, each one of our 75, 000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer. Apply today http://jobs.thermofisher.com