Manager, Customer Experience - Radiation Product Line

$87,700 - $131,500/Yr

Thermo Fisher Scientific - Tewksbury, MA

Full-time - Manager

Tewksbury, MA

Computer and Electronic Product Manufacturing

About the position

The Measurement Control and Sample Identification (MCS) Business Unit, 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 is pivotal in leading critical issues to ensure optimal resolution and customer satisfaction. The FSI Manager of Customer Experience will be responsible for addressing service needs, providing training, and enhancing the overall customer experience. This role requires a strategic mindset and the ability to implement effective solutions that align with customer demands and expectations. In this role, the FSI Manager will run and lead the strategic operational aspects of customer experiences. This includes designing and implementing a comprehensive training framework that ensures both onsite and remote capabilities are aligned with customer demands. The manager will oversee service loaner, demo, and rental programs, as well as service training initiatives. Collaboration is key, as the FSI Manager will actively work with FSI Service Product Line Managers to ensure that service contracts for the radiation product line are effectively managed and supported. Maintaining high levels of customer allegiance is crucial, and the FSI Manager will utilize Customer Allegiance Score (CAS) survey results and service metrics to gauge and enhance customer satisfaction. Additionally, the manager will partner with the Customer Empowerment Team and engage in special projects as needed to further improve the customer experience. This role is essential for driving customer loyalty and ensuring that Thermo Fisher Scientific remains a leader in the field of analytical technologies.

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.

Requirements

• 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.

Benefits

• 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.