Technical Customer Experience Manager

As part of the Thermo Fisher Scientific team youll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the worlds toughest challenges like protecting the environment making sure our food is safe or helping find cures for cancer.

DESCRIPTION

Position Summary

As aTechnical Customer Experience Managerwithin Thermo Fisher ScientificsBioProductionGroup you will serve as a trusted technical partner and advocate for customers operating in regulated cGMP environments. You will coordinate complex technical and quality matters connect customers with the right subject-matter experts and help drive timely transparent and technically sound resolutions.

You will champion theVoice of the Customer identify recurring issues and emerging trends and translate customer insights into proactive improvements across products processes communication and service. Working across Quality Manufacturing Commercial Customer Service and technical teams you will also support effective service recovery and help strengthen customer trust.

Success in this role requires strongleadership through influence across a matrixed organization with the ability to align stakeholders drive action and deliver an exceptional customer experience.

Key Responsibilities

• Serve as atechnical advocate and trusted partnerfor cGMP customers representing customer needs across the organization.

• Coordinate complex customer matters includingproduct-quality complaints investigations technical inquiries change notifications regulatory documentation specifications and escalations.

• Review investigation reports and technical responses providing feedback to improveclarity completeness and customer relevance.

• Partner with Quality Manufacturing Engineering Supply Chain Commercial andTechnicalteams to drive timely resolution and appropriateservice-recovery actions.

• Champion theVoice of the Customer identifying recurring issues emerging trends and opportunities for proactive improvement.

• Translate customer insights into actions that improveproducts processes communication and customer experience.

• Provideleadership through influence across a matrixed organization aligning stakeholders and driving actions without direct authority.

• Support strong cGMP practices continuous improvement and acustomer-focused quality-minded culture.

Measures of Success

Success in this role will be reflected through strong customer trust and satisfaction effective management of complex technical matters improved quality and timeliness of customer-facing responses successful service recovery early identification of emerging customer trends reduction of recurring issues and the ability to mobilize cross-functional teams around customer priorities.

Ultimately the Technical Manager Customer Advocacy will help strengthen the partnership between Thermo Fisher Scientific and its cGMP customers supporting customers in maintaining reliable manufacturing operations and advancing critical therapies to patients.

REQUIREMENTS

Qualifications and Requirements

• Advanced degree in Chemistry Biology Engineering Pharmacy Life Sciences or related field with 6 years of relevant industry experience orBachelorsdegree with 8 years of experience.

• Experience in biopharmaceutical pharmaceutical medical device or other regulated cGMP environments.

• Strong knowledge of cGMP Quality Management Systems CAPA root cause analysis risk assessment investigations and change control.

• Experience supporting product-quality complaints and investigations technical inquiries change notifications regulatory documentation product specifications and customer escalations.

• Ability to critically review investigation reports and technical responses and provide feedback from a technical and customer perspective.

• Demonstrated customer advocacy skills and ability to build trusted relationships with customer Quality Manufacturing Technical and Regulatory stakeholders.

• Proven ability to provide leadership through influence across a matrixed organization and drive alignment across Quality Manufacturing Engineering Supply Chain Commercial andTechnicalteams.

• Strong analytical and problem-solving skills with the ability to identify recurring issues emerging trends and improvement opportunities.

• Excellent written verbal presentation and stakeholder-management skills including handling complex or sensitive customer situations.

• Experience with Lean Six Sigma project management or electronic Quality Management Systems is preferred.

• Lead Auditor or other relevant professional certification is advantageous but not required.

• Ability to travel up to 20%.