Job Description

　　Sr. Manager Customer Operations and Support

　　R-01220152

　　The Sr. Manager, Customer Operations and Support (CO&S) leads a skilled team of ~30 employees, 2 supervisors and 1 manager supporting the Biologicals and Chemicals Division (BCD).

　　This onsite role will be located in Grand Island, NY.

　　The Sr. Manager will lead the team by optimizing team performance and have oversight of quoting, pricing, order entry, and order management, as well as project execution and continuous improvement opportunities, within the CO&S team. With a passion for customer success, the Sr. Manager will build strong cross-functional relationships with internal partners to increase process maturity and create client loyalty through well-managed experiences with CO&S team members and processes.

　　This role will also lead strategic transformation of multiple customer-facing workflows while advising the team to facilitate adaptable, solution-based customer and commercial interactions throughout the pre-sales and post-sales process.

　　What will you do?

　　Lead and Develop Teams:

　　Ensures that team provides timely delivery of custom products for all customers by collaborating with internal teams to remove barriers to shipmentLeads by example and sets standards for professional behaviorEstablishes and adjusts goals and expectations based on changing customer and business needs.Cascades business imperatives to the entire team and aligns customer priorities and strategies.Partner with Sr Manager at BCD site in Scotland to ensure harmonization of processes between sites, using standard methodologiesCollect feedback on team barriers, drive cross functional resolution for process improvementsEnable and empower employees to get involved with continuous improvement initiatives, with a focus on growing talent within Thermo Fisher ScientificProficient in sophisticated PPI event design and execution including compelling cross functional engagementIdentifies new training opportunities for themselves and for the team as new processes and technologies become available.Build onboarding program with Learning & Development to reduce onboarding timeAssesses gaps in existing systems, training, and team capabilities. Defines plans and strategies to close gaps.Holds team and cross functional teams accountable to global metrics for success, performance against those metricsCreates a motivational, inspiring team environment with an open communication cultureDevelop talent plan, promote, and enable team's professional developmentDevelop and drive employee engagement & retention plan

　　Delivering Strategic Analytical Support

　　Develops strategies to optimize order to delivery customer experienceEstablishes team infrastructure to optimally run workload while staying ahead of the growth curveEvaluates Customer Allegiance Score (CAS) analytics and implements customer experience improvements based on feedbackDirects global analytical support and analysis for reporting metrics around service responsiveness, performance and communication levels.Establishes daily tier review mechanisms at the site levelIdentifies, understands and drives improvement of metrics, including being accountable to business leadership (i.e. performance bowler, Tier).

　　Driving the Superior Customer Experience

　　Introduces new and innovative ways to improve the customer experience and win new businessSupports proposed pricing models based on margins, growth projections, and cross product line sales and serviceParticipates in regular status update meetings within the BPG Commercial Organization and BCD leadershipChampions business level support when addressing customer success risks and gaps by reporting issues and concerns to the appropriate leadership level.Drives client satisfaction and improve internal processes and systems to increase efficiency without jeopardizing service levels

　　How will you get here?

　　Education:

　　Bachelor's degree requiredMBA or Master's Degree (preferred)Project Management or Six Sigma certification (preferred)

　　Experience:

　　7+ years of shown experience in people management, developing and leading cross-functional teams5+ years in a Customer Facing role5+ years experience with CRM systems (Salesforce preferred) and forecasting and an understanding of how they relate to the (Sales-Inventory-Operations-Planning) SIOP process2+ years manufacturing experience preferred.Confirmed experience with Oracle or other ERP systemShown MS Office experience in Outlook, Windows, Excel, PowerPoint, and Word

　　Knowledge, Skills, Abilities:

　　Excellent analytical, organizational, and interpersonal skills, ability to consolidate, analyze, and present data is requiredMust have experience in customer relations and problem-solving customer issuesAbility to work a matrix environmentShown role model leadership capability and intuition for businessPassion to drive process maturity, performance, and talent development to continuously aim for a better customer experience

　　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.

　　We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

　　What Thermo Fisher Scientific Offers to Employees:

　　Compensation and Benefits

　　This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues can count on!

　　Our Mission is to enable our customers to make the world healthier, cleaner, and safer. As one team of 125,000+ colleagues, we provide an inclusive culture while sharing a common set of values - Integrity, Intensity, Innovation, and Involvement - working together to accelerate research, tackle complex scientific challenges, drive technological innovation, and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

　　Compensation and Benefits

　　The salary range estimated for this position based in New York is $101,000.00-$135,000.00.

　　This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

　　A choice of national medical and dental plans, and a national vision plan, including health incentive programsEmployee assistance and family support programs, including commuter benefits and tuition reimbursementAt 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 policyRetirement and savings programs, such as our competitive 401(k) U.S. retirement savings planEmployees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

　　For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards