Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $30 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 80,000 colleagues delivers an unrivalled 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. For more information, please visit www.thermofisher.com.

Job Title: Supervisor, Customer Care Program Support – AMS Program Administration

Location: Budapest/Hungary

Employment Type: Full-time

POSITION OVERVIEW:

As a Customer Care Program Support Supervisor, you will be responsible for the Asset Management Services (AMS) Program Administration team in Global Business Services. You will be responsible for driving customer experience and delivering operational efficiency in key transactional areas that are critical to the success of the AMS business across the globe. 

You will work closely with the wider AMS organization as well the broader IES service teams to ensure a great and consistent customer experience for our customers. You will be responsible for the AMS Program Admin Center of Excellence (CoE) Team members to ensure that they are clear on roles, responsibilities and priorities, and that they deliver to mutually agreed goals to the highest performance standards.

Based at the Shared Service Center in Budapest, the AMS Program Administration team provides customer support within contract management, data quality, system testing field and delivers professional service excellence in a high-volume customer service multi-cultural environment.

MAJOR AREAS OF RESPONSIBILITY:

• Motivation and development of a medium size back-office data administration customer care team.
• Day to day management of a complex customer care program support organization and relevant processes.
• Recruit, direct, coach, inspire team members of the customer care team to achieve and support the vision and mission.
• Set clear goals for employees to ensure prioritization of work.
• Identify potential in employees and help them in their development, including giving timely feedback on development opportunities; perform annual and mid-year PMD process.
• Utilize appropriate leadership styles to adapt to the situation accordingly.
• Apply interpersonal and change management skills as and when required.
• Participate in implementation of tactical initiatives including process improvement and system enhancements.
• Identify and implement process improvements for the effective and efficient operation of the GBS customer care team performance, in accordance with global procedures.
• Track and improve on Program Administration in scope Key Performance Indicators and Service Level Agreement- in particular the role will share responsibility for driving the customer satisfaction for all Geos AMS business.
• Foster an environment of continuous improvement within the AMS Customer Care team. 
• Taking part in contract administration and customer account maintenance.
• Participate in key projects to support local/corporate initiatives.
• Assess the need for change and implement in order to increase productivity.
• Anticipates roadblocks to provide proactive solutions and able to remove barriers to execution.
• Provide insight to management on team performance through metrics within processes.
• Being able to deputize on behalf of Customer Care Program Administration Manager when required.
• Organize work activities to ensure departmental task are completed, deliver to a standard of excellence and on time to specification, according to control guidelines.
• Acting as the face of the business when presenting and meeting both internal and external customers..
• Demonstrate Thermo Fisher Scientific values - Integrity, Intensity, Innovation, and Involvement.

REQUIRED EDUCATION / EXPERIENCE / SKILLS:

• 5+ years’ experience of people Leadership and leading in a customer care environment or equivalent.
• Bachelor’s or master’s degree from college or university.
• Fluency of the English Language both written and verbal.
• Excellent written and verbal communication skills.
• Strong understanding of service; customer care processes and matrix organization.
• Ability to plan work and work with a high degree of autonomy.
• Strong cross-functional collaborator and ‘One Team’ thinker.
• Proven track record of influencing at senior levels and coaching experience.
• Strong interpersonal and organizational skills.
• Risk averse and Agile attitude.
• Ability to inspire and empower, mentor and coach.
• ​Experience of developing and implementing best practices.
• Experience in stakeholder management.
• Initiative & Follow-Through mindset.
• An ability to work independently and take initiative.
• Requires Knowledge of systems & processes, working knowledge of core ERPs and more.