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Job ID :
66260BR
Location :
US - California - San Diego|US - Massachusetts - Boston|US - Pennsylvania - Philadelphia|US - Pennsylvania - Pittsburgh
:
Job Description
When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals.

Location:
This role is a remote based position (U.S. based) that will require travel as needed throughout the U.S. (up to 25%).

What will you do?
  • Lead a cross functional and matrixed team of on-site service specialists that work daily at key customer site.
  • Participates in the candidate selection process, trains, and evaluates staff’s performance.
  • Supervises staff in a manner that is consistent with our organizational culture, which is based on four values: Integrity, Intensity, Innovation, and Involvement and on open communication.
  • Actively seeks development opportunities for team members and self.
  • Promotes a friendly environment, good morale and cooperation.
  • Ensure full delivery of the committed services scope of work.
  • Collaborate and support the Program Manager for customer reviews of performance, and ensure that maximum value creation occurs and is recorded for customer.
  • Ensures customer needs are met and high quality service is delivered through a variety of means, including staff meeting or exceeding service levels and through monitoring of the performance, productivity, attendance records and measuring and reporting on performance metrics.
  • Assists in determining the resolution of all customer situations.
  • Reinforces a customer focused orientation.
  • Act as liaison between customer and Thermo Fisher Scientific.
  • Refine processes, identify process issues, recommend solutions, develop action plans, identify operational efficiencies/deficiencies through process improvement initiatives, and promote best practices.
  • Responsible for managing and developing team in a positive manner - Including professional development, recruiting, corrective action and performance reviews.
  • Evaluates employees’ training needs, identifies possible solutions and arranges for needed training and development.
  • Ensures that employees are cross trained and develops employees to create a career path and succession plan.
  • Collaborates with Program Manager to quantify all aspects of value creation for the customer through rigorous data collection and reporting.
  • Writes and administers standard operating procedures to support the goals and objectives of the department and the customer.
  • Develops KPI’s, tracks trends, and implements best practices.
  • Report business metrics, target and define new opportunities, act as resource for sales team, act as resource for the customer in the area of service, savings and opportunities.
  • Manage all performance measurements to optimize the customer’s perceptions - Includes customer scorecard review, talent assessment, resolving variances, and distribution of customer metrics throughout the organization. Attend and participate in quarterly business reviews at client sites.
  • Attends training classes and regional meetings as necessary.
  • Conduct site audits and annual physical inventory.
  • Support the Quality Management System by: Development, maintenance and full adherence to departmental work instructions, standard operating procedures (SOP’s) in fulfillment of the requirements of our Quality Management System and the expectations of our interested parties (internal / external), identify and report quality or compliance concerns to management and the quality function and take immediate actions to remedy, complete all planned or unplanned quality & compliance training requirements within defined deadline.
  • Performs other duties as assigned.

How will you get here?

Education:
  • Associate's Degree or Bachelor's Degree (Bachelor's Degree preferred) or equivalent experience
Experience:
  • Must have 4+ years of progressive experience in customer service and contact center management.
  • Experience in operations management, call center scheduling, customer service training, automated call distribution (ACD) management, voice/data communications, email management and communication methods.
  • Understands center key metrics and performance indicators (measure, impact, etc.)
  • Basic understanding of employment/labor law regulations
  • Strong analytical and critical thinking abilities to make timely decisions while functioning in a fast paced changing work environment.
  • Proven excellence in verbal and written communication skills
  • Knowledge and understanding of contact center technologies
  • Proven excellence in customer service skills
  • Detail oriented, problem solver, promotes team environment
  • Excellent computer/software skills (Outlook, Excel, Word, PowerPoint)
  • Self-motivated with strong organizational, interpersonal and customer service skills.
  • Record of success in recognizing and implementing workflow improvements.
  • Able to quickly absorb new concepts and handle multiple priorities in an accelerated time frame.
  • Demonstrated negotiation and interpersonal skills, excellent written and oral communication skills, and the ability to motivate, develop and lead staff.
  • Must be able to read, write and speak English
  • Proven excellence in customer service skills
  • Detail oriented, problem solver, promotes team environment
  • Experience in laboratory setting or services preferred
  • Experience in GLP/GMP environment preferred.

Working Conditions:
  • Works primarily at customer locations, in office environment to include cubicles and/or in and around shipping/receiving docks, stock rooms, storage locations and laboratory environments.
  • May be required to work independently at customer location.
  • Extensive walking may be required.
  • Must be able to work hours required to get the job done.

At Thermo Fisher Scientific, each one of our 65,000 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

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.


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.
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