At Thermo Fisher Scientific, each one of our 75,000 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.

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.

Job Title: Team Leader, Service Operations

Number of Direct Reports: 6-12 People

Position Summary:

In this position you will be responsible for customer satisfaction, through the supervision of the day to day performance of the Service Operations team. Ensures professional customer service and efficient and effective support for the various product-related teams. Impacts directly upon customer satisfaction and achievement of the sales & service plan of the Company, by ensuring the effective and efficient operation of a customer service function.

Key Responsibilities:

• Acts as contact point for customers/partners and ensure timely resolution of escalations and satisfactory outcome for internal and external customer requests.
• Provides leadership for a team in service operations and is responsible for the success of the daily operations of the group. Monitors individual performance, coaches, carries out competency reviews and goal setting. Participates in ad hoc special projects as required. Utilizing various reports to manage the team EMEA Data Integrity of SAP.
• Ensures that the team meets or exceeds the operational requirements of EMEA Service Operations. Operational requirements will be defined by means of both internal guidelines and KPI's (key performance indicators) and agreements with other Business Units.
• Liaises with Managers & Team Leaders to ensure high levels of customer satisfaction through a consistent, professional approach to the customer.
   

Frequent Contacts:

Internal

• Sales, Support and Service country teams. Manager & Customer Care Managers and Team Leaders on a daily basis.

External

• Both verbally and in writing, at all levels, with the Division's customers. Occasional customer visits.

Minimum Requirements/Qualifications:

• Basic Knowledge of SAP or equivalent CRM tool.
• Excellent communication skills (Written and verbal)
• Fluent in English - Additional language would be an advantage (French/Swedish/Danish/German/Spanish/Italian/Dutch)
• Strong Understanding of a service business and customer experience.
• Strong Computer literacy - 'Microsoft Office' - Word/Excel/PowerPoint.
• Must possess excellent administration skills, organisational aptitude and the ability to plan and time manage various tasks.
• Ability to work in remote organisation or with a remote manager, is essential.
• Strong team work and leadership skills and must work as part of a team across various countries.
• Has 5+ years in a customer experience environment with leadership experience advantageous
   

Other Job Requirements:

• Adhere to OHS policies and procedures and ensure a safe and healthy workplace environment
   

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.
 

*EVGSS2020 *GTSDouble