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Thermo Fisher Scientific Call Center, Service Parts Supervisor - US Remote in Boston, Massachusetts

Service Parts Supervisor

Reports To : Sr Manager Customer Service, Scheduling, Parts Administration

Job Track: Management

Job Location : US -Remote

OVERVIEW

The effectiveness, scope and depth of our Service and Support teams have and will continue to be a competitive advantage for the company. The core strategy of our customer facing teams across the company is to make it easier for our customers to do business with us. We thrive for aligned and connected global processes, systems and teams to cater for our Division Customers, clinical and strategic needs.  

Customer Care Service  plays a vital role in strengthening and enabling commercial success, shapes the global Enterprise Services Customer Care strategy; enables strategy implementation, drives process alignments across the remote teams, hand in hand with the Global Service and Support Division leaders. 

As a Service Parts Supervisor, you will be responsible for the North America spare parts team in Instrument Enterprise Services (IES) which focuses on Service Parts Administration. You will be driving internal and external customer experience and delivering operational efficiency in key transactional areas that are critical to the success of the IES division in NA (North America). You will partner with our internal teams to shape and implement digital transformation projects and lead the change management of our teams.

The Service Parts Supervisor for our CMD division will support plans to improve processes while working towards corporate revenue and customer allegiance goals in a call center environment and support, service parts, accessories, consumables, software, upgrades for our customer base. The supervisor will support the necessary strategic and tactical ability to grow and maintain a high level of customer satisfaction and operational performance as part of the Unity Lab Services organization.

KEY ACTIVITIES

  • Direct supervision of 10 - 15 Service Parts employees

  • Set clear goals for employees to ensure prioritization of work utilizing Tier I communications

  • Supervise day to day department operations

  • Enforce and update all SOP’s and work instructions in Master Control for ISO requirements

  • Understand and enforce all departmental functional procedures and work instructions through Master Control

  • Provide training programs for personnel on department functions and operations

  • Monitor employees in assigned group by hosting 1: 1 monthly reviews with employees utilizing monthly scorecard for development towards employee PMD’s

  • Assist Manager with Interviewing, hiring and new personnel

  • Work with Manager to resolve employee performance issues and conflicts

  • Authorized to generate request for credit memo per manager or finance recommendations

  • Ability to identify specific problems, determine desired end result, and the necessary tasks needed to solve the problem

  • Maintains our departmental expense budget in accordance with overall department yearly budget goals

  • Leads/participates in project and PPI teams as identified to improve business performance

  • Represent the company in a positive, professional manner in all dealings with Thermo Fisher Scientific employees, customers and representatives. Assures the highest level of customer satisfaction with Thermo Fisher Scientific products and services

  • All other duties as assigned by manager

MINIMUM QUALIFICATIONS :

  • High school diploma and 5 years relevant work experience with Thermo Fisher Call Center

  • Supervisor experience 1-2 years required. Specific and significant company experience (5+ years) may be substituted for Bachelor degree or Supervisor experience requirement

  • BAAN knowledge

  • SAP knowledge

  • Past leadership experience in projects

EXPERIENCE:

  • Proficiency with technology, especially computers, software applications, and phone systems

  • Exceptional verbal and written communication skills

  • Strong understanding of company products, policies, and services

  • Ability to coach, train, and motivate employees and evaluate their performance

  • Excellent problem solving, leadership, and customer service skills

  • Familiar with Microsoft Teams

  • Analytical, efficient, and thorough

  • Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours

  • Ability to work independently and be accountable for day to day decisions to assist the team

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us (https://jobs.thermofisher.com/global/en/5-reasons-to-work-at-thermo-fisher-scientific) . As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

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.

Accessibility/Disability Access

Job Seekers with a Disability: Thermo Fisher Scientific offers accessibility service for job seekers requiring accommodations in the job application process. For example, this may include individuals requiring assistance because of hearing, vision, mobility, or cognitive impairments. If you are a job seeker with a disability, or assisting a person with a disability, and require accessibility assistance or an accommodation to apply for one of our jobs, please submit a request by telephone at 1-855-471-2255*. Please include your contact information and specific details about your required accommodation to support you during the job application process.

*This telephone line is reserved solely for job seekers with disabilities requiring accessibility assistance or an accommodation in the job application process. Messages left for other purposes, such as not being able to get into the career website, following up on an application, or other non-disability related technical issues will not receive a response

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.

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