Manager, Customer Service Training

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It's more than just something that fills our days. At Thermo Fisher Scientific, our work has a purpose. Our work requires passion and creates meaningful outcomes. Our work matters. We're sharing our expertise and technological advancements with customers, helping them make the world a better place - whether they're discovering a cure for cancer, protecting the environment or making sure our food is safe.

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JOB DESCRIPTION

Work Schedule

Other

Environmental Conditions

Office, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)

Job Description

Position Summary:

As a Site Training Manager you will be leading a local team of training professionals to deliver an excellent training experience to the MSD service organization. You will forecast, plan, direct and coordinate all training activities to meet the business needs. You will be responsible for reporting progress and status of departmental activities and make decisions driven by factual information and in line with global processes and quality standards.

Key Responsibilities:

Work closely with key services regional and global partners to plan and implement training delivery to close agreed skills gaps
Ensure all training delivered within region is tracked and measured against agreed important metrics
Coordinate and balance resources to meet the services requirements
Stay aligned with the global training staff on common global processes and quality standards for training
Ensure efficient ways of working and (internal) customer satisfaction
Ensure that departmental deliverables are available for our (internal) customers on time and of high quality
Interact and align with (external) projects to ensure efficient implementations of e.g., new tools and processes for training
Develop the team members, by mentoring, goal setting, structured feedback, and providing challenges for growth
When required actively participate in training facilitation and delivery
Manage cost center to budget

People Specification:

Bachelor’s degree is preferred but equivalent combinations of education, training, and relevant work experience may be considered
Up-to-date knowledge and education in didactical methodologies
Proven ability to lead and develop teams at a global level
Ability to deal with changes effectively
Excellent communication ability and people management
Ability to communicate effectively to a broad variety of audiences
Excellent working knowledge of effective project management, data analysis, budgets and resource planning
Experience with systematic problem-solving
Understands business circumstances and can integrate them into executional reality
International experience preferred