Customer Experience Specialist II - Thermo Fisher Scientific (California)
Position Summary:
We are looking for a driven customer experience specialist who wants to make a positive impact on our business by managing our demo program, global customer experience centers, field demonstration and training activities, and educational workshop logistics. Our program specialist will be managing day-to-day activities, develop strategic partnerships with our business colleagues, and devise ways to continuously improve customer experience.
Key Responsibilities:
+ Manage the global Field Applications demonstration requests which will include assigning a FAS to a demo/training in our International markets, coordinating equipment logistics, reviewing workflow checklists and shipping any needed reagents or consumables. Quotes will be generated by the demo and training program manager for all FAS led demonstrations and trainings.
+ Manage the calendar and logistics for any training programs at our Henningsdorf customer experience center. Execute quotes for reagents and consumables needed in Germany.
+ Manage the calendar and logistics for any training programs in our West Hills customer experience center. Execute quotes for reagents or consumables needed for training activities.
+ Report CAS (Customer Allegiance Score) metrics on a monthly basis
+ Manage the fixed assets and consumables budget for the technical support lab in West Hills.
+ Build relationships with our key customers and manage all training expectations.
+ Manage LABX service contracts and preventative maintenance visits
+ Manage the Continuing Education Certificates which includes filing for annual credits, issuing training certificates, maintaining training agendas.
+ Escalate issues as required to drive the execution of agreed deadlines. Uncover bottlenecks in the process and work towards continuous improvements.
+ Interface with SFDC and SAP
+ Own weekly or bi-monthly coordination meetings with TAS, FAS, Commercial Sales and Channel Partners if needed.
+ Generate demo program reports and provide insights to senior leaders as needed.
Minimum Requirements/Qualifications:
+ Bachelor's degree
+ Minimum 3 years of experience working in customer care/administration
+ Excellent networking, verbal and interpersonal skills
+ Ability to lead key processes and competing priorities
+ Proven ability to work independently and on a team
+ Computer literacy, document and presentation preparation
+ Experience with SalesForce and SAP enterprise solutions desired
At Thermo Fisher Scientific, each one of our 80,000 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 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.
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