Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

As part of the Thermo Fisher Scientific team, you'll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world's toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Discover Impactful Work

This role will lead service support operations and implement service transformation initiatives for Single Use Technologies. This role will drive operational efficiency and improve customer experience by leading cross-functional teams and promoting collaboration across regions and businesses.

• Develop scalable, repeatable, standard processes driving customer happiness and high service levels.
• Drive service transformation initiatives across regions and teams with strict project and organizational change management.
• Help partners from different areas work together effectively to meet project goals. Provide updates on progress, 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 improve customer experience and efficiency through prioritization.
• Develop and publish necessary analytics/metrics to support the decision-making process, provide visibility on performance, identify areas for improvement, and enable root cause countermeasures.
• Implement tools and techniques to capture and analyze customer complaints, ensuring a timely and effective response to customer inquiries and concerns.
• Develop and implement service quality assurance programs to ensure consistent delivery of high-quality services.
• Collaborate closely with IT and Commercial Operations teams to craft, improve, and deliver digital automation capabilities and innovative technology platforms/solutions for Service.
• Collaborate with field service, technical service, and training leaders to implement onboarding, knowledge base, resources, and assessments for service personnel.
• 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.
• Foster and nurture positive relationships with customers, ensuring their happiness and addressing any concerns or feedback promptly.
• Develop and implement strategies to effectively manage the spare parts' experience for our customers, ensuring the availability of necessary components for timely service delivery.

• Bachelor's degree in a related field required.

• 7+ years of experience in program/project management or operational excellence, preferably in a global large service or commercial organization.
• 2+ years of experience leading diverse teams.

• Strong background in project management, business transformation, service integration, and process optimization.
• Strong leadership, communication, and problem-solving skills are necessary.
• Ability to work in a matrix organization with cross functional teams.

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
• Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount