Job Description

　　Sr Manager, Global Service and Support Excellence

　　R-01216804

　　This role can be remotely based anywhere in the U.S.

　　As a Global Services Excellence Senior Manager, you will lead the service support operations, and ensure the successful implementation of transformation initiatives for the BioProduction Single Use Technologies. This role is responsible for driving operational effectiveness and transformation initiatives to optimize our service delivery and improve our customer experience. You would be expected to lead cross-functional teams, establish and maintain project management processes and drive collaboration and alignment across different regions and businesses!

　　Key Responsibilities:

　　Develop scalable, repeatable, standard processes driving customer satisfaction, and high service level.Drive service transformation initiatives across regions and teams with strong project & organizational change management.Facilitate communication and teamwork between partners across functions/BUs/Divisions/Regions to ensure that projects objectives are understood and met, managing expectations, and providing regular updates on status, risks, and issues.Define and implement governance structures and mechanisms to ensure effective decision-making and accountability.Develop and implement end to end service support processes and align resource allocation to enhance customer experience and efficiency.Develop and publish necessary analytics/metrics to support decision-making process, provide visibility on performance, identify areas for improvement and enable root cause counter measures.Implementing tools and techniques to capture and analyze customer complaint, ensuring timely and effective response to customer inquiries and concerns.Develop and implement service quality assurance programs to ensure consistent delivery of high-quality services.Work closely with IT and Commercial Operations teams to shape, enhance and deliver the digital automation capabilities and innovative technology platforms/solutions for ServicePartner with field service, technical service, and training leaders to deploy standardized and comprehensive onboarding, knowledgebase, resources, and assessments to equip service personnel with the necessary skills and knowledge to adapt to new technologies and processes.Assist in the development of a strategic roadmap for Service and actively contribute to its implementation.Collaborate with the commercial and marketing teams to find opportunities for upselling spare parts and service contracts, impacting revenue growth and customer retention.Build and maintain strong relationships with customers, ensuring their satisfaction and addressing any concerns or feedback promptly.Develop and implement strategies to effectively manage spare parts' experience for our customers, ensuring availability of necessary components for timely service delivery.

　　Job Requirements:

　　A bachelor's degree in a related field and 7+ of experience in program/project management or operational excellence preferably within a global large service or commercial organization. Proven experience leading diverse, direct and/ matrixed teams. A strong background in project management, business transformation, service integration and process optimization. Excellent leadership, communication, and problem-solving skills are essential.

　　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.