Manager, Customer Services - Asset Management Services (AMS)

Work Schedule

Flex Shifts 40 hrs/wk

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. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them. Our global team of more than 100,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD. For more information, please visit www.thermofisher.com.

Job Title: Manager, Customer Service

Location: Budapest, Hungary

Manager: Montesinos Jérémy (Sr Manager, Customer Service)

Career Band: 7

Job Title: Manager, Customer Services - Asset Management Services (AMS)

POSITION OVERVIEW:

As a Customer Care Manager, you will be part of a multicultural team and enjoy working in an international setting. You will be responsible for the Asset Management Services (AMS) team in Global Business Services. You will be responsible for driving customer experience and delivering operational efficiency in key transactional areas that are critical to the success of AMS business in EMEA. 

You will work closely with the wider AMS organization as well as the broader IES service and commercial teams to ensure great and consistent customer experience for our customers. You will be also responsible for managing team leaders and customer care team members to ensure that they are clear on roles, responsibilities and priorities, and that they deliver to mutually agreed goals to the highest performance standards.

MAJOR AREAS OF RESPONSIBILITY:

• Lead, motivate and develop the Asset Management Services (AMS) customer care team (30+) in Budapest.
• Day-to-day management of a complex customer care organization and relevant processes, ensuring work is completed on time and to agreed quality and control standards.
• Recruit, direct, coach, inspire and empower people leaders and team members to achieve business goals and support Thermofisher's Mission and values.
• Set clear goals and priorities, ensure effective performance management, and support employee development through regular feedback, coaching and training.
• Apply appropriate leadership and change-management approaches to build engagement, accountability, collaboration and organizational capability.
• Develop operating plans and execute tactical initiatives that drive continuous improvement, including process simplification, standardization, system enhancements, automation, productivity and global harmonization.
• Own, manage and improve key customer care metrics, KPIs and Service Level Agreements (SLAs), including measures of customer satisfaction.
• Provide senior management with clear, data-driven insight on team and process performance, risks, roadblocks and improvement opportunities.
• Participate in regional and cross-functional integration initiatives across Thermo Fisher to build scalable end-to-end solutions that support future growth of the EMEA AMS business.
• Partner with department leads, process owners and cross-functional stakeholders to align processes, resources, policies, systems and business requirements.
• Manage key points of contact for identified strategic accounts and build strong relationships with internal and external customers, acting as a representative of the business when required.
• Support contract administration, customer account maintenance and effective resolution of customer issues and escalations within the AMS scope.
• Contribute to drive strategy and actions that underpin business goals, customer experience and operational targets.
• Manage relevant operational budgets and resources, and support delivery of productivity commitments.
• Support audit, quality and compliance requirements and promote process adherence within the applicable quality management framework.
• Deputize for senior Customer Care leadership when required and contribute to effective leadership across the wider organization.

REQUIRED EDUCATION/EXPERIENCE:

• 5+ years’ experience of managing and leading people in a customer care environment or equivalent.
• Bachelor’s or master’s degree from college or university.
• Fluency of the English Language both written and verbal. Any other European language skill is an advantage.
• Demonstrated experience leading complex customer care operations and managing teams through people leaders.

REQUIRED SKILLS:

• Strong understanding of service and customer care processes and matrix organization.
• Ability to plan and prioritize work with a high degree of autonomy while maintaining strong customer and business focus.
• Strong communication, presentation, interpersonal and relationship-building skills, with the ability to influence effectively across organizational levels.
• Strong cross-functional collaboration and 'One Team' mindset, with demonstrated stakeholder management experience.
• Experience developing and implementing best practices, process standardization and scalable solutions.
• Experience in managing operational budgets and productivity commitments.
• Experience with quality management, process adherence, audit or compliance requirements.
• Excellent analytical and data-driven decision-making skills, including development and management of KPIs, metrics and SLAs.
• Ability to coach, inspire, mentor and empower leaders and teams.
• Risk averse and Agile attitude.