Global Service Transformation Lead
hace 6 días
The Customer Care Service CoE plays a vital role in strengthening and enabling commercial success, shapes the global Remote Service strategy and execution; enables strategy implementation and Playbooks for process alignments across the remote teams, hand in hand with the Global Service and Support Division leaders.
As a key member of the Thermo Fisher Scientific team, you will be responsible to understand our customers' needs, and provide strategic direction and guidance to define a global standard for how we deliver service and value to our customers pre-and post-sale across multiple businesses, geographies, and in numerous languages worldwide.
This role is accountable for all Customer Experience Measurements and Methodology for Customer Care Service CoE.
Ambitious individuals with experience as a Project Manager will have the opportunity to execute the strategic plans for both technology and migration timeline. Deploying and aligning KPIs, performance dashboards, training, process documentation as well various projects across the globe and across the different service businesses to ensure strong and aligned service delivery of support for internal and external customers in alignment with matrixed functions.
**Key responsibilities include:*
- Execution of strategic and project vision of program
- Drive operational excellence through standardization, harmonization across service businesses
- Project management experience leading successful projects through industry-recognized, best-in-class project management standards
**How can you make a difference?*
- Bachelor's Degree or equivalent in Life Sciences discipline required
- Ability to travel domestically and internationally approximately 25% of time
- Proven experience in building collaborative partnerships with field teams (Service Sales, Instrument Sales, Field Management) and internal organizations (Marketing, Service Development, Regulatory & Quality, R&D, Manufacturing, Operations, and facilities)
Our ideal candidate will possess excellent communication skills, negotiation skills, presentation skills, and interpersonal skills, with fluency in English and a strong understanding of project management principles.
Salary: $120,000 - $180,000 per year
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