Mgr Customer Experience

Work ScheduleStandard (Mon-Fri)Environmental ConditionsOfficeJob DescriptionMgr Customer ExperiencePosition summaryThe Measurement Control and Sample Identification (MCS) BU, a part of the Chemical Analysis Division in the Analytical Technologies Instruments Group at Thermo Fisher Scientific, is seeking a highly skilled and motivated individual for the role of MCS Field and Safety Instruments (FSI) Manager of Customer Experience. This position will lead critical issues ensuring optimal resolution and customer satisfaction. The FSI Manager of Customer Experience will address service needs, provide training, and enhance overall customer experience.Key Responsibilities:

Run and lead strategic operational aspects of customer experiences

Design and implement a comprehensive training framework

Ensure onsite and remote capabilities are aligned with customer demands, including service loaner, demo, and rental programs, and service training.

Actively collaborate with FSI Service Product Line Managers

Responsible for leading and supporting service contracts for our radiation product line.

Maintain prominent levels of customer allegiance using CAS (Customer Allegiance Score) survey results and service metrics.

Partner with our Customer Empowerment Team.

Engage in special projects as needed to enhance customer experience.

Qualifications:

Bachelor’s degree in business, engineering, a physical science, or related field. MBA or advanced degree is a plus.

Strong leadership and decision-making skills.

High level services business understanding

In-depth knowledge of field service and depot repair work processes.

Excellent customer interaction working across all levels, functions, and regions.

Experience in organizational change principles and methodologies.

!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.