Job Title: Service Operations, Manager North America
Requisition ID: R-00938972
 
 
When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals.
 
Location/Division Specific Information
LSG Commercial
 
How will you make an impact?
This is a leadership position in a fast-paced Global Service and Support organization. As a Service Operations Manager, you will provide direct and personnel leadership to our Service Operations Representatives, Team Leaders and/or Supervisors. You will be responsible for managing multiple projects that impact your direct team and as well working in partnership with our Field and Sales Leadership team. This position will also support the long-term strategic planning for the Global Service and Support organization. You will handle escalated customer issues either through direct personal action or referral to the proper individual/department. Coordinate site resources for the resolution of system-related problems and provide specific feedback to other departments to aid in the identification and resolution of all open issues. This responsibility includes leveraging both on and off-site resources as necessary. You will also partner on the development of departmental guidelines and training material and lead implementation as necessary.
 
What will you do?

• Maintain responsibility for direct reports as well as leadership and guidance for an organization size of 15+ employees
• May serve on various teams, committees and projects
• Establish trust and maintain relationships with peers, subordinates, Sr. leadership, across all Service and Support business areas
• Responsible for meeting goals and objectives for designated teams by monitoring the effeteness of all Service Representatives activities using metrics and analytics
• Honor commitments, do what’s right, and take complete ownership of issues while delivering a superior customer experience
• Build cohesive teams, bring out the best in peers and subordinates while fostering teamwork and collaboration
• Evaluate and decide personnel issues such as time off requests, scheduling, training, and deployment of work
• Recommend and administer input for annual reviews, recognition, and disciplinary action
• Oversee the interview process and evaluate recommendations from team on potential hires
• Enforce established standards and established performance measurements
• Demonstrate a sense of appropriate urgency to resolve problems or process improvements successfully
• Network and leverage resources from multiple geographic sites

Key Stakeholder Focus

• Work with all key stakeholders to ensure that all available systems are maximized and deliver the improvements in Customer Experience and maximize efficiency as required
• Develop effective customer relationships, internally and externally, to maximize opportunities and support business revenue and profitability through collaboration with our field service and sales teams meeting required team service level agreements ensuring customer focus always

Leadership Competencies

• Embodies the companies 4-I values: Leads, motivates, enables and inspires others to succeed using appropriate styles. Has a clear vision of what is required and acts as a positive role model
• Drives continuous learning: Proactively supports change and adapts to changing circumstances. Encourages others to embrace change
• Builds organizational relationships: Promotes collaboration and cross-functional working
• Communicates openly: Communicates effectively at all levels and across borders to successfully influence others
• Develops people including self: Drives continuous learning champions’ employee development and growth.

 
How will you get here?

Education

Bachelor’s degree or equivalent experience
 
Knowledge, Skills, Abilities

• 5+ years of successful Customer Care or Service Leadership experience
• 5+ years in a leadership or managerial position
• Strong leadership abilities with capability to leverage diverse resources, responds quickly, understand impact of changes and decisions, support multiple teams, and understand customer needs
• Demonstrated ability to execute a strategic plan
• Demonstrated ability to anticipate problems or opportunities, organize, prioritize and follow up with results
• Demonstrated exceptional people skills, exhibit the ability to work comfortably with individuals at all levels within the company both written and verbally
• Practical application experience of PPI, Lean or other Practical Process Improvement methodologies

At Thermo Fisher Scientific, each one of our 70,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.
 
Apply today! http://jobs.thermofisher.com

*EVGSS2020 *GTSDouble

 
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.