Program Manager of Customer Operations (Lab Instruments)

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Adherence to all Good Manufacturing Practices (GMP) Safety Standards, Office, Warehouse

The Program Manager of Customer Operations (Lab Instruments) is a central role in Thermo Fisher Scientific's Asset Management Services. In this role, you will act as the account manager for a Strategic Account and will handle client relationships, ensuring customer satisfaction, and driving financial performance. Additionally, the Customer Site Manager works closely with internal teams, including customer service, technical support, and Engineering, to ensure the timely and effective delivery of ULS services.

Territory/Travel:

The ideal candidate will be based in the US Northeast region, with strong preference for the Andover/Cambridge, MA area. There is regular travel (up to 50%) to customer sites in Andover/Cambridge, MA; Groton, CT; St Louis, MO; Pearl River, NY; and other select locations around the U.S.

Key Tasks and Responsibilities:

In this role you will be leading a team of Site Supervisors and other team members focused on driving successful operations in all aspects of the Asset Management activities:

• Accountable for the delivery of a successful Asset Management Services program ensuring that operational metrics and SLAs meet or exceed customer expectations according to the statement of work.

• Develop and maintain positive and professional working relationships with clients, service suppliers and Thermo Fisher staff in a dynamic, cross-functional network of people with different backgrounds and areas of expertise.

• Responsible for compliance and performance of service suppliers ensuring customer requirements are met.

• Drive issue and complaint resolution, removing roadblocks and barriers to execution until effectively resolved.

• Accountable for the financial performance and annual targets for revenues and profitability are met or exceeded.

Team management

• Establish effective leadership and be accountable to train and develop direct reports.

• Ensures team's safety and well-being living up to high ethical standards and in compliance with laws and regulations.

What does a successful profile look like?

Minimum Requirements

• Bachelor's degree or a combination of equivalent experience and education in a related field.

• 7+ years of experience in a customer-centric leadership role. Preferably in one or more of the following areas: Pharma, Biotech, Medical- and/or Chemical Laboratories, Healthcare or Facilities.

• 5+ years of direct people management experience with ability to influence and communicate effectively.

• A combination of education and relevant industry experience will be considered.

• Previous demonstrated experience with customer-facing role. Proficiency in driving customer allegiance and growing existing customer base.

• Build collaborative relationship with business partners across different levels, functions and regions with high motivation, drive and positive demeanor.

• Embrace a continuous improvement mentality! Be part of the solution!

• Travel domestically up to 50%. Occasional international travel may be required.

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.

Compensation and Benefits

The salary range estimated for this position based in Massachusetts is $103,100.00–$154,700.00.

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs

• Employee assistance and family support programs, including commuter benefits and tuition reimbursement

• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy

• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan

• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

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