Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $40 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, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands. For more information, please visit www.thermofisher.com. \n\n \n\nJob Title: \t\t\tDirector, Customer Service \n\nReports to: \t\t\tSenior Director, Customer Service \n\nGroup / Division: \n\nCareer Band: \t\t\t9 \n\nPosition Location: \t\tLagunilla, Costa Rica \n\nNumber of Direct Reports:\t80+ \n\n \n\n \n\nPOSITION OVERVIEW: \n\n \n\n Build and Lead the GBS Customer Care team members in a variety of strategic and day-to-day operational areas including, but not limited to, recruitment, workforce management, quality assurance and training. The Customer Care Director develops and directs the management of the Customer Care function to drive customer satisfaction and improved operational efficiency. \n\nThe Customer Care Director will also partner with the other GBS leadership teams to ensure there is tight alignment in customer care strategies and tactics with the goal of providing a great and consistent customer experience for Thermo Fisher customers. \n \n\nMAJOR AREAS OF RESPONSIBILITY: \n\n \n\nCustomer experience & operational performance: \n\nDevelop operating plans, analyze data and collaborate with the team to understand performance and develop improvement plans. \n\nDeliver consistent, strong operational results. Deliver measurable service impact by leveraging relationships, industry knowledge and team-based thinking to provide creative solutions. Establish robust controls and compliance environment. \n\nIdentify revenue opportunity and partner with divisional sales leads on growth strategy. \n\nTalent management: \n\nBuild, recruit, direct, coach, inspire all managers, supervisors, and team members of the customer care team to achieve and support the vision and mission. \n\nPlan and provide continuity and succession for critical roles. \n\nBuild sustainable, differentiated capabilities through proven solutions, deep functional expertise and focused approach. \n\nContinuous improvement and productivity: \n\nPartner with Customer Care Governance to improve end-to-end process design and enabling technology. \n\nDrive the implementation of continuous improvement, leveraging Thermo Fisher PPI methodology, using emerging digital and data science to challenge the status quo. \n\nDevelop a culture of Customer First, innovation and risk taking, speed and flexibility to continuously improve end-to-end process performance, in close collaboration with other global Shared Services operations and enabling functions. \n\nChampion change, working with peers globally to identify significant areas for continuous improvement. Implement changes while avoiding disruption to operations and the customer experience. \n\nStakeholders, partner teams: \n\nEstablishes and maintains key relationships with internal and external partners, interacting with management on all service- related activities and matters to capture impact to Customer Care and end customers through business decisions. \n\nPartner with information technology to deploy system-related projects in the Customer Care organization. \n\nCollaborates with others and plays an integral role in the development and implementation of customer contact strategies that drive customer satisfaction and efficiency. \n\n \n\nREQUIRED EDUCATION / EXPERIENCE / SKILLS: \n\n \n\nBachelor’s degree required - preferably business related. \n\nFluency in English (verbal and written). \n\nStrong technology and commercial orientation with experience in a shared services environment and broad proven experience in industry leading high volume customer service organizations with senior management experience (leading managers of people). \n\nThe position holder must have a demonstrated track record of \n\nrelevant functional expertise and experience in Customer Care management in a complex Shared services environment \n\nsuccessfully managing multi-layered operational teams \n\ndelivering value through continuous improvement and cost saving initiatives \n\nimproving and implementing technology-enabled solutions end-to-end \n\nleading large scale operational change initiatives \n\nExceptional ability \n\nto operate within a multitude of formal and informal networks while managing the competing interests of varied stakeholders \n\nto identify and solve complex problems; to synthesize large quantities of complex data to generate meaningful insights \n\nto inspire, motivate, and lead global teams \n\nto operate independently and lead through ambiguity and change, and capable of handling multiple projects and deadlines simultaneously \n\nto deal with highly sensitive information in line with confidentiality expectations \n\n \n\n \n\n \n\nThermo 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.