Customer Service Manager
Thermo Fisher Scientific / Ekonomichefsjobb / Uppsala
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hela Sverige Do you have a product management or marketing background with a track record of successful achievements on a global basis? Would you like to work with products and services that can have a real impact on peoples' lives?
Our team is looking for a Customer Service Manager, who has a strategic mind-set, a passion for data, and experience of working with advanced instruments and services.
In this role you will be part of Thermo Fisher Scientific's ImmunoDiagnostics Division (IDD), which develops, manufactures, and markets complete blood test systems to support the clinical diagnosis and monitoring of allergy, asthma and autoimmune diseases. With 1,600 employees worldwide, IDD is the global leader in in-vitro allergy testing and also the European leader in autoimmunity diagnostics. You will report directly into our Global Services Director for IDD and spend most of your time at our Uppsala office, working together with our Global Services team.
You will own the Service Excellence concept within IDD and work together with the global team to develop strategies and marketing materials for our service organisation; supporting commercial teams and distributors globally to provide world class Field Service and Technical Support to our customers.
The main tasks are to:
Drive the analysis and visualization of information from our Service Management System (ServiceMax) in order to provide recommendations and efficient KPIs for continuous improvement of IDD Field Service and Technical Support activities. This also serves as the foundation for the strategic initiatives around service in order to differentiate us from competition and increase customer satisfaction.
Efficiently manage inbound and outbound information for Global Services in order to see that content is distributed correctly and well understood. Information should also be packaged in an appealing way, visually and verbally.
You will be responsible for:
• Driving the development and implementation of initiatives within the strategic plan for IDD Service and Support, e.g. creating a clear service portfolio including core services and value added services, pricing and customer value proposition
• Managing and developing tools, templates and channels to communicate efficiently with key stake holders and field personnel worldwide
• Creation of service input to Marketing and promotional material
• Completion of the IDD Global Services' Monthly Report and KPI Scorecard
• Keeping the Global Services' site on the IDD internal website updated
• Coordination of quality audits according to ISO13485 and MDSAP in Centre of Excellence locations and regional organizations worldwide
We are looking for a person who:
• Has extensive experience from Product Management and/or Marketing and knowledge of high-end instruments and service
• Is analytical and systematic with a strategic mind-set
• Is highly proactive and independent, but also brings energy and ideas to team work
• Is a strong network builder who likes to work cross-functionally with colleagues and customers around the world
• Has experience of marketing related work with instruments and service within the life-science, medical device or diagnostics area
• Speaks and writes English fluently
If you have questions then please contact Fredrik Uggeldahl (Global Services Director)
fredrik.uggeldahl@thermofisher.com At Thermo Fisher Scientific, each one of our 65,000 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. When you're part of the team at Thermo Fisher Scientific, you'll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact.
Publiceringsdatum2018-07-23Så ansöker duSista dag att ansöka är 0001-01-01
FöretagThermo Fisher Scientific
AdressThermo Fisher Scientific
75137 UPPSALA
Jobbnummer 4259791
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