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Job ID :
56229BR
Location :
US - California - Santa Clara
:
Job Description

Position Summary:

Manage a team that initiates and drives setting up the mechanisms , policies, & guidelines for providing technical, service, product, and supply support to our Reproductive Health clinical customers in order to establish the Thermo Fisher Scientific Reproductive Health brand as one that provides best-in-class product delivery, quality, service and support in the industry.

This team will also coordinate with internal stake holders in Sales, Customer Service, FAS/FSE, operations, manufacturing, product development and product management to implement the policies & guidelines & directly provide global product escalation for the entire Reproductive Health portfolio.

Primary Duties and Responsibilities:

  • Joins the Reproductive Health leadership team to represent the global technical support and service and customer care to help shape the business, delivering expected growth & meeting customer satisfaction metrics
  • Generates and monitors departmental performance metrics and assesses the impact in the context of customer satisfaction levels and trends and establishing our Reproductive Health offering to be the best-in-class for customer service in terms of product delivery, quality, service and support
  • Works cross functionally to drive and establish new internal processes and mechanisms to deliver the service level to customers
  • Participates in APL project teams as a Services and Support representative, and/or oversees participation by other members of the Product Support team
  • Understands the technical nature of the company‚Äôs products and how customers use them
  • Effectively prioritizes multiple projects, personnel, and laboratory resources based on business goals
  • Selects, develops, and evaluates personnel
  • Leads and works with cross-functional teams
  • Additional duties/responsibilities according to business needs

Required:

  • Bachelors with 5-8 year managerial experience
  • Technical competence, Results oriented, Program Project Management, Strategic Leader, Change leader, complex decision making, self motivation and proactive, a deep care of our brand and customer needs

Preferred:

  • Masters degree with 4+ years managerial experience
  • Influencing skills, Talent development skills, Ability to operate in the matrixed environment, deep understanding of the target customer segment needs



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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