Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

About Thermo Fisher Scientific: \n\nThermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with more than $30 billion of revenue. Each one of our 100,000 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. \n\nWhen you are 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. \n\n \n\nJob Title: Specialist, Transformation – Customer Care \n\nReports To: Senior Manager, Transformation – Customer Care \n\nGroup/Division: Global Business Services \n\nCareer Band: 4 \n\nJob Track: Individual Contributor \n\nLocation: Costa Rica \n\n \n\nThe Specialist, Transformation – Customer Care will contribute to and support comprehensive process transformation initiatives within the Customer Care workstream. This includes the understanding of the transformational funnel, collaborating with various stakeholders, supporting seamless migrations and transitions according to the Invest and Shift methodology. Overall, the Specialist will play a role in successful activity migration to GBS, achieving Customer Care efficiency targets and enhancing the customer experience. \n\nKey Responsibilities: \n\nUnderstand the transformation portfolio of the Customer Care workstream, support dedicated initiatives \n\nSupport migrations and transitions, work with Transformation Manager and Senior Analyst on process related deliverables especially in Strategize and Design phases \n\nMap and assess processes, identify opportunities, and support the design of the future state processes \n\nUnderstand and apply Invest and Shift methodology through transition work \n\nPartner with Operations teams, Business Opex teams, PPI and Digital Enablement to contribute to end-to-end process improvements globally that align with business strategy \n\nAssess process simplification and standardization opportunities that will eventually drive Automation within the process \n\n \n\n \n\n \n\nMinimum Requirements/Qualifications: \n\n \n\nBachelor's degree in a related field, Master's degree preferred: A high level of knowledge in business, economics, or a similar discipline. \n\n3-5 years of experience in Customer Care/Process Excellence. \n\nProficiency in Visio and Promapp is an advantage: Ability to create detailed and optimized process maps using these tools. \n\nLeadership and project management skills: Ability to coordinate teams and manage projects, initiatives effectively. \n\nExcellent analytical, communication, and stakeholder management skills: Ability to analyze complex data, communicate effectively with various stakeholders, and ensure high levels of stakeholder satisfaction \n\nHas a commitment to continuous learning and continuous productivity improvements \n\nExcellent attention to detail required \n\nSelf-directed, dynamic and customer-centric change-agent who thrives in a challenging and changing environment \n\nHighly collaborative; aligns effectively with colleagues and business partners to deliver results