Careers at ThermoFisher Scientific

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Location :
United Kingdom - Cramlington
Job Description

Job Title: Client Services Projects Supervisor
Reports To: Senior Program Manager
Position Location: Cramlington, UK

Position Summary:

To lead a cross-functional team in the management of Single Use Technologies custom projects. To meet or exceed customer expectations regarding their respective custom requests. To work in partnership with the respective Account Managers, the Product Management team, and the Sales Support team to develop quotes and work to execute the inquiries on time with unassailable quality. Utilize existing processes and systems to manage the business and improve these tools in order to increase productivity and customer service levels. To build client relationships and create client loyalty through well-managed experiences with the UK SUT PMO team.

Key Responsibilities:

  • Represents the SUT PMO team for the UK in the management of Change Notification.
  • Member of the Inquiry to Proposal Value Stream team and responsible to keep all UK SUT PMO process up to date.
  • Works closely with Project Managers, Feasibility Scientists, Product Engineers, Quality, Logistics, Account Managers, and Customer Service Representatives.
  • The position will be responsible for the management of the UK SUT PMO team process from start to finish of the inquiry to quote process, under the direction of the Senior Program Manager.
  • Responsibilities include but are not limited to:
    • Data entry and tracking of custom BPC inquiries
    • Data quality
    • Ensuring the UK SUT PMO team are trained on all policies/procedures and customer communications regarding their projects.
    • Define clear metrics for success, monitor performance against those metrics and report out the metrics and KPI’s, etc. Report on misses identify the root cause of the issues.
    • Manage RFQ’s
    • All other requirements for the effective execution of custom projects.
    • Improvements of current processes using PPI tools and techniques.
  • Participate in weekly status update meetings with the Sales team.
  • Ensures that the PMO Team can provide timely delivery of custom products for all customers. Works very closely with the Customer Care team.
  • Manage process; these responsibilities include identification of opportunities to streamline processes and lead changes to make improvements. Partner with Operations to improve time between projects.
  • Responsible for assembling, analyzing and reporting metrics around service, quality and communication levels for the UK SUT PMO Team.
  • Introduce new and innovative ways to improve the customer experience and win market share.
  • Answer escalated customer questions/complaints as well as cover for PMO team members as needed.
Minimum Requirements/Qualifications

The ideal candidate should:
  • Come from either a life science, biotechnology, or manufacturing background
  • Have a strong analytical background
  • Have led cross-functional teams
  • Have experience participating on or with cross-functional teams
  • Have experience either in Sales or in a role that closely interfaces with Sales and/or the Customer.
  • Be a good team player, an effective communicator, and have the ability to address customer needs

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