Thermo Fisher Scientific Client Service Manager - Commercial in Columbia, Washington
Remote Position: Candidates may be located anywhere within the Continental United States.
When you're part of the team at Thermo Fisher Scientific, you'll do important work, and you'll be valued and recognized for your performance. With talented managers and inspiring coworkers to support you, you'll find the resources and opportunities to make significant contributions to the world.
How will you make an impact?
The Client Services Manager will be responsible for developing, launching, streamlining and managing global Licensing and Commercial Supply (LCS) processes and procedures related to pre-sale activities, quote-to-cash processes, and post-sale support. Specifically, the individual will support the LCS Segment Leads responsible for driving and supporting the Genetic Sciences Division (GSD).
What will you do?
Develop, refine and manage the methods and processes to enable the effective and efficient flow of information between internal Thermo Fisher Scientific teams (i.e., Operations, R&D, Product Management, etc.) and external-facing Business Development Managers (BDMs).
Coordinate the gathering, development, approval, and execution of activities to assist the BDMs and LCS Segment Leaders to address LCS customer needs and requirements. These tasks will include but not be limited to:
Interaction with R&D
Direct Customer support
Early access product support
Interaction with the following functions within Operations:
Project Management Office (PMO)
Manage and own the relationships, communications and interaction with key operational partners at global sites in order to manage, improve and develop processes related to post-sale support of customers, BDMs, and LCS Segment Leader, and update customers as appropriate in partnership with BDMs.
Manage and own key performance indicators (KPIs) related to pre-sale activities, quote-to-cash processes, and post-sale support.
How will you get here?
- High school diploma required, Bachelor's degree preferred.
Minimum 1-3 years of direct experience delivering exceptional customer service within a life sciences/biotechnology company;
1-3 years of experience in supporting products in a variety of development stages; for example, the development of custom products and/or projects, including experience with costing models, stage/gate development, quality control procedures, life science kit production, etc.
Demonstrated experience in and familiarity with:
Managing customer communications
Order handling and logistics
Partnering with field sales to manage sales opportunities
Driving projects to completion
Quoting process and procedures
Working within a highly matrixed organization to partner with Finance, Quality, R&D, Manufacturing, Business, and Regulatory colleagues
Knowledge, Skills & Abilities
Customer service mindset for both internal and external clients
Excellent written and oral communication; must be able to effectively communicate with internal and external customers
Ability to influence and manage Team members to drive results without having direct authority.
Problem-solving; must be able to quickly identify the root cause of issues and develop appropriate mitigation path(s)
Demeanor: must work well with others and drive an agenda with diplomacy
Builds relationships easily and manages relationships with integrity
Ability to work independently and/or in a group setting, with minimal supervision
Big picture awareness
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $25 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 75,000 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 and Patheon.
Apply today! http://jobs.thermofisher.com
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.
Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.