Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $45 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them. Our global team of more than 120,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.
**Job Title**:Senior Manager, Customer Services - Asset Management Services (AMS)**
**POSITION OVERVIEW**:
As a Customer Care Manager, you will be part of a multi-cultural team and enjoy working in an international setting. You will be responsible for the Asset Management Services (AMS) team in Global Business Services. You will be responsible for driving customer experience and delivering operational efficiency in key transactional areas that are critical to the success of AMS business in EMEA.
You will work closely with the wider AMS organization as well the broader IES service and commercial teams to ensure a great and consistent customer experience for our customers. You will be also responsible for managing team leaders 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.
**MAJOR AREAS OF RESPONSIBILITY**:
- Motivation and development of the Asset Management Services (AMS) customer care team (30+) in Costa Rica.
- Day to day management of a complex customer care organization and relevant processes.
- Recruit, direct, coach, inspire team leads and team members of the customer care team in the new centre to achieve and support the vision and mission.
- 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.
- Track and improve on Key Performance indicators - in particular the role will share responsibility for driving the customer allegiance score (CAS) for Thermo Fisher.
- Participate in regional integration initiatives with teams across Thermo Fisher aimed at building scalable solutions for future growth.the NAM AMS business.
- Manage key points of contact for identified strategic accounts.
- Manage relevant SLA's with key stakeholders within the AMS business.
- Participate as part of a Thermo Fisher Customer Care team to drive strategy and actions to underpin goals and targets.
- Responsibility for day to day managing of operational budgets.
- Foster an environment of continuous improvement within the AMS Customer Care team.
**REQUIRED EDUCATION/EXPERIENCE**:
- 5-8 years experience of managing people and leading in a customer care environment or equivalent.
- Bachelor's or master's degree from college or university.
- Fluency of the English Language both written and verbal.
- Strong understanding of service and customer care processes and matrix organization.
- Strong communication and relationship building skills.
- Ability to plan work and work with a high degree of autonomy.
- Strong cross-functional collaborator and 'One Team' thinker.
- Proven track record of influencing at senior levels and coaching experience.
- Strong intrpersonal and organizational skills.
- Proven track record of operational management of customer care teams
- Risk averse and Agile attitude
- Experience of managing budgets.
- Ability to inspire and empower, mentor and coach.
- Experience of developing and implementing best practices.
- Experience in stakeholder management.
- Experience with Process adherence and KPI management & tracking
- 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._
