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Thermo Fisher Scientific Customer Experience Manager in Franklin, Massachusetts

Title: Customer Experience Manager

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, and you'll be supported in achieving your career goals.

How you will make an Impact!

The Customer Experience Manager is a key service role providing support to customers throughout the Bio-Aerosol product lifecycle. Taking full responsibility for the success of our customers in deploying our product starting with the beta program, the Customer Experience Manager will develop processes and workflows to optimize our customers' experience. The candidate will be our customers' key partner for issue including; order support, repairs, technical questions and regulatory affairs. This role will also channel any unmet customer needs back to the appropriate internal team, e.g. R&D, Operations, Service. As the demand for our product increases, the Customer Experience Manager will scale the team and processes to continue to meet our customer's expectations!

What will you do?

  • Responsible for ensuring the success of our beta program

  • Acts as customers' point of contact for all issues; i.e. technical and logistical issues with the product in the field.

  • Ensures product installation, consumable inventory support, and testing support from our partners to ensure customer success.

  • Delivers follow-on customer training as the need arises

  • Seeks to understand customer value story in a detailed way

  • Continuously captures voice of the customer regarding the product and solution.

  • Maintains a record of communication about any topic with customer within (SFDC)

  • Supports order processing and scheduling

How will you get here?

  • Bachelor's Degree in Marketing, Business or related field; will consider equivalent experience

  • Proven experience working with order management processes, CRM and ERP systems

  • A history of customer allegiance in Commercial / Customer Support roles

Knowledge, Skills, Abilities

  • Strong project management, consulting and problem-solving skills

  • Ability to understand business operations and prioritize activities appropriately

  • Inventive in solving problems

  • Strong organizational doer with keen attention to detail

  • Proactive, engaged and accountable

  • Great social skills with the ability to work collaboratively both internally and externally.

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.

Apply today!

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.