Thermo Fisher Scientific - Tewksbury, MA
posted 3 months ago
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.