Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $40 billion. We strive to empower our clients in crafting a healthier, cleaner, and safer world. Whether our customers are advancing life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies, or enhancing efficiency in their laboratories, we are here to support them. Our diverse team of over 100,000 colleagues offers an exceptional mix of innovative technologies, convenient purchasing options, and pharmaceutical services through our world-class brands like Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon, and PPD.
Job Title: Senior Manager, Customer Services
Location: Lagunilla, Heredia, Costa Rica
Employment Type: Full-time
POSITION OVERVIEW:
As a Senior Manager for Customer Support, you will lead the customer service team within Global Business Services. You will be responsible for enhancing the customer experience and driving operational efficiency in key transactional areas critical to the success of the Instrument and Enterprise Services (IES) division in North America.
You will collaborate closely with the broader Thermo Fisher Customer Care group as well as the IES service and commercial teams to ensure a consistent and outstanding customer experience. You will also manage team leaders and customer care team members, ensuring clarity on roles, responsibilities, and priorities, and delivering to mutually agreed goals with the highest performance standards.
MAJOR AREAS OF RESPONSIBILITY:
- Motivate and develop a large (40-50) customer care team in Costa Rica.
- Manage the day-to-day operations of a complex customer care organization, focusing on Order Management, Non-Contract Invoicing, and Contract Administration processes.
- Recruit, direct, coach, and inspire team leads and team members to achieve and support the vision and mission.
- Set clear goals for employees to ensure prioritization of work.
- Contribute as a senior leader in developing operating plans and completing tactical initiatives, including process improvement.
- Track and improve Key Performance Indicators, particularly driving the Customer Allegiance Score (CAS) for Thermo Fisher.
- Participate in regional integration initiatives with teams across Thermo Fisher to build scalable solutions for future growth.
- Serve as a key point of contact for identified strategic accounts.
- Manage important Service Level Agreements (SLAs) with key collaborators within Thermo Fisher.
- Build and maintain strong working relationships with regional Commercial and Field Service teams.
- Join the Thermo Fisher Customer Service squad to strategize and implement plans to reach objectives and targets.
- Manage operational budgets.
- Foster a culture of continuous improvement within the Customer Support unit.
- Collaborate closely with local Centers of Excellence (COE) teams to improve customer satisfaction.
REQUIRED EDUCATION/EXPERIENCE:
- 5-8 years of experience managing people and leading in a customer care environment.
- Bachelor’s degree from an accredited college or university.
- Fluency in English, both written and verbal.
- Strong understanding of service and customer care processes and matrix organizations.
- Excellent communication and relationship-building skills.
- Ability to plan work and operate with a high degree of autonomy.
- Strong cross-functional collaborator and 'One Team' problem solver.
- Proven track record of influencing senior levels and coaching experience.
- Strong interpersonal skills.
- Proven track record of meeting balanced business objectives, including employee, customer, and financial goals.
- Experience managing budgets.
- Ability to inspire, empower, mentor, and coach.
- Experience developing and implementing guidelines.
- Experience collaborating with team members.
- Experience adhering to processes and tracking important metrics.
- Experience with commercial and accounting areas is preferred.