SR. Manager, Customer Service, Scheduling, Parts Administration

Position: Sr. Manager, Customer Service, Scheduling, Parts Administration
Location: Remote- US

Overview

The effectiveness, scope and depth of our Service and Support teams have and will continue to be a competitive advantage for the company. The core strategy of our customer facing teams across the company is to make it easier for our customers to do business with us. We thrive for aligned and connected global processes, systems and teams to cater for our Division Customers, clinical and strategic needs.  

Customer Care Service  plays a vital role in strengthening and enabling commercial success, shapes the global Enterprise Services Customer Care strategy hand in hand with the CoE and execution; enables strategy implementation, drives process alignments across the remote teams, hand in hand with the Global Service and Support Division leaders. 

As a Customer Care Senior Manager, you will be responsible for the North America customer care team in Instrument Enterprise Services (IES) which focuses on Scheduling Service and Parts Administration. You will be responsible for driving internal and external customer experience and delivering operational efficiency in key transactional areas that are critical to the success of the IES division in NA (North America). You will partner with our internal teams to shape and implement digital transformation projects and lead the change management of our teams.

You will be a reliable partner to our wider Thermo Fisher Customer Care organization; Field and Operations teams to ensure seamless handover and execution to highest standards that you will set and work to exceed to ensure a great and consistent customer experience for our customers. You will be also responsible for managing Supervisors/team leaders/managers and customer care team members to ensure that they are clear on roles, responsibilities, and priorities, and that they deliver to mutually agreed goals to the highest performance standards.

Key activities

• Motivation and development of a large (40-50) customer care scheduling and parts team
• Day to day management of a complex part of a customer care organization and relevant processes
• Set clear goals for employees to ensure prioritization of work
• Participate as a senior leader helping to develop operating plans and to execute on tactical initiatives including process improvement
• Leads and shapes the team to be a competitive advantage for the business, setting the bar for a global standard through best in class service delivery
• Track and improvement of Key Performance indicators with shared responsibility for driving the customer allegiance score (CAS) for Thermo Fisher
• Monitor departmental effectiveness and build connections with key stakeholders to identify and implement structural changes to improve customer experience delivery
• Maintain and drive towards higher productivity and cost savings, through tools such as Robotic Automation of systems, automated scheduling and workforce management solutions, in partnership with our IT leadership across the division including leveraging all aspects of our PPI business practices
• Ensure accordance with defined procedures and standards with detailed KPI metrics using Tier Board Structures/Meetings to enhance the business and customer experience
• Enhance the development of a “One Global Team” environment where all resource is utilized across all teams, to best serve our Global Customer base
• Participate as part of a Thermo Fisher Customer Care team to set strategy and actions to underpin goals and targets
• Responsibility for managing operational budgets
• Collaborate closely with COE (Center of Excellence) local teams to improve customer satisfaction

Experience

• Previous experience of managing people and leading in a customer care environment or Contact Center environment
• Strong understanding of service and customer care processes
• Effective communication and relationship building skills
• Fluency of the English Language both written and verbal
• Ability to plan work and work with a high degree of autonomy
• Proven record of accomplishment of influencing at senior levels and coaching experience
• Proven record of accomplishment of meeting balanced business objectives, employee, and customer and financial
• Experience of managing budgets
• Experience of developing and implementing best practices / project management experience preferred

System experience

• Experience with SAP/BAAN/ Salesforce.com preferred but not essential
• Experience with Contact Center Technology preferred

Minimum Requirements/Qualifications:

• Bachelor’s degree from a college or university in Business Management or related field preferred or equivalent work experience with a high school diploma required.
• Demonstrated experience leading teams, large-scale organizational changes, and developing and leading cross-functional teams
• Proven leadership of successful integration and harmonization of business processes
• Passion to drive customer success and focus on creating value for the customer
• Ability to travel up to 10-15%