Director, Customer Experience

Thermo Fisher Scientific - Fremont, CA3.6

Full-timeEstimated: $100,000 - $140,000 a year
Job Description
Job Title: Director, Customer Experience - Americas
Requisition ID: 92798BR

When you join us at Thermo Fisher Scientific, you’ll be part of a smart, driven team that shares your passion for exploration and discovery. With revenues of $22 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.

Location/Division Specific Information

The Clinical Diagnostics Division (CDD) is an organization made up of business units which develop, manufacture and market instruments and consumables that serve a broad, diverse mix of diagnostic segments. The major business units include Niche Diagnostics, Biomarkers, Analyzers and Automation, Clinical Mass Spectrometry and Contract Manufacturing. The division handles a diverse portfolio of products servicing multiple end markets. CDD maintains recognized technology and manufacturing leadership in the markets in which it serves. Principle locations in the US are in California and Virginia; primary global business unit locations also include Germany and Finland.

The Director, Customer Experience will be located in Freemont, CA and will report to the Vice President, US Commercial Operations, CDD Global Sales and Marketing. This position has been approved for relocation assistance.

How will you make an impact?

The Director, Customer Experience leads and manages the customer support organizations, specifically, customer field service and field application support, and technical support teams across the Americas. Support the enhancement of customer applications to meet short and long term strategic critical needs of the business by seeking and implementing continuous improvement opportunities through technology. This position is responsible for the deployment of these teams to meet business requirements through the successful completion of projects and initiatives for the Americas.

What will you do?
Provides leadership and stewardship of these teams, fully delivering on customer technical support and customer field service and application initiatives, projects and tasks assigned to team resources. Coordinates with Managers, and supervisors to ensure that tasks are completed within established timelines and within budget.
Provide leadership guidance and training to Managers and supervisors, as well, as coordinate team member training with the leadership group. Directs training approach to allow for expansion of teams capabilities, cross training, and business functional knowledge.
Work effectively with other Directors in the Americas organization to coordinate resource assignments for projects and initiatives that require multi-team assignment and task completion with a heavy focus on Commercial focused initiatives.
Identify key performance metrics by collaborating with customers, colleagues, and other functional teams. Use the key metric indicators to improve business processes and drive continuous improvement.
Participates in design meetings with user and application developers.
Review and approve project timelines, work plans, design documents and deadlines with the leadership team. Develop and maintains valid capacity and major milestone plans.
Conducts effective leadership team meetings and provides timely status updates to senior leadership. Works with the senior leadership team in setting strategic direction for the Americas.
Participates in budget process for hardware, software, and personnel expenditures.
Interviews, selects, develop, mentors, coaches and evaluate performance of staff resulting in the development and career progression within the team.
Ability to work in a heavily matrixed environment effectively with all levels of the corporation to deliver improved business results and provide strategic guidance to all the unique teams within the organization.
Must demonstrate good decision-making, creativity, and initiative, project planning and motivation skills, as well as, strong customer service orientation.
In depth knowledge and demonstrated ability to effectively direct multiple teams across various hardware platforms and software applications using metric driven process methodologies established in the Customer Service group.
How will you get here?

Bachelors’ degree in Scientific Field or Business, MBA preferred

Identifies and conceptualizes innovative solutions to meet business initiatives.
Global or broader regional experience ideally to include Americas locations (i.e. Canada, Latin America, etc.)
Significant field service experience managing field based teams that perform periodic maintenance, break and repair service for mission critical instrumentation and capital equipment in regulated customer environments.
Depot level service repair and product configuration experience
Experience with all facets of customer and technical support-phone based.
Experience in managing contract groups serving a diverse customer and product portfolio (GPOs, capital equipment, consumables, large customers).
Strong customer focus and passionate about customer experience.
Strong Team builder and leader.
Excellent written and oral communication skills.
10-15 years relevant work experience.
International experience in a healthcare market are preferred

At Thermo Fisher Scientific, each one of our 70,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.

If you are an individual with a disability who requires reasonable accommodation to complete any part of our application process, click here for further assistance.
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.