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Escalation and Calibration Compliance Manager

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Thermo Fisher Scientific

15d ago

  • Job
    Full-time
    Senior Level

AI generated summary

  • You need a Bachelor's in a relevant field, 5+ years in customer support management, team leadership skills, and familiarity with data analytics tools like Power BI and JIRA. Industry experience is preferred.
  • You will manage global support strategies, ensure compliance with regulations, prepare calibration reports, resolve customer concerns, and enhance processes for efficiency and team collaboration.

Requirements

  • Bachelor’s degree in Life Sciences, Engineering, Business, or related degree required.
  • 5+ years of experience in customer support management.
  • Track record of effectively managing teams and creating strategic plans.
  • Experience in the scientific instruments industry or a related field is preferred.
  • Demonstrated experience in managing and enforcing resolution of complex customer issues.
  • Experience or knowledge of common business systems and data analytics, like Power BI, Power Automate, Workfront, JIRA, etc.

Responsibilities

  • Collaborate with business collaborators to develop, coordinate, plan, and lead global support strategies that deliver flawless service.
  • Work closely with the Quality organization to establish and maintain compliance with regulatory requirements and ISO standards.
  • Prepare and manage meticulous calibration data reports, data sheets, and other essential documentation.
  • Establish and achieve serviceability and sustainability goals, driving continuous improvements and corrective actions based on field and vendor feedback.
  • Assist Field teams in purchasing service tools and work with Procurement to manage annual blanket POs.
  • Collaborate effectively with Suppliers, SPDMs, R&D, and Quality teams to drive improvements in service costs, risk evaluation, and field satisfaction.
  • Support the Metrology group in updating statistical process charts and calibration templates, ensuring third-party calibration certificates are accurate.
  • Act as the main point of contact for all customer and partner concerns, ensuring prompt and effective resolution and maintaining excellent customer satisfaction.
  • Implement and enforce standard operating procedures for handling critical issues.
  • Coordinate meetings with collaborators to align on resolution plans and ensure effective communication.
  • Continuously enhance tools and processes to improve efficiency in resolving blocking issues.
  • Monitor and report on the performance of procedures for handling critical issues, making adjustments as necessary.
  • Cultivate a positive and supportive team culture that encourages collaboration, accountability, and continuous improvement.
  • Support the customer in resolving any blocking issues during the internal process.

FAQs

What is the work schedule for the Escalation and Calibration Compliance Manager position?

The work schedule is standard, Monday through Friday.

Where is the work environment for this role?

The work environment is an office setting.

What are the main responsibilities of the Escalation and Calibration Compliance Manager?

The main responsibilities include overseeing the calibrated tool program, managing product escalations, collaborating with various teams to develop support strategies, ensuring compliance with regulatory requirements, maintaining calibration data reports, and enhancing tools and processes for better efficiency.

What qualifications are required for this role?

A Bachelor's degree in Life Sciences, Engineering, Business, or a related field is required, along with 5+ years of experience in customer support management.

Is experience in the scientific instruments industry preferred?

Yes, experience in the scientific instruments industry or a related field is preferred.

What tools or systems should candidates be familiar with?

Candidates should have experience or knowledge of common business systems and data analytics tools such as Power BI, Power Automate, Workfront, JIRA, etc.

What benefits does Thermo Fisher Scientific offer for this position?

Benefits include competitive remuneration, an annual incentive plan bonus, healthcare benefits, at least 120 hours of paid time off, retirement savings programs, and an Employee Stock Purchase Plan, among others.

What is the salary range for this position?

The estimated salary range for this position based in California is $93,000.00 to $130,000.00.

Is there a variable annual bonus associated with this position?

Yes, this position may be eligible to receive a variable annual bonus based on company, team, and/or individual performance results.

Where can I find more information on the benefits offered?

For more information on benefits, you can visit the Thermo Fisher Scientific total rewards webpage at https://jobs.thermofisher.com/global/en/total-rewards.

Thermo Fisher Scientific

The World Leader In Serving Science

Science & Healthcare
Industry
10,001+
Employees

Mission & Purpose

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 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, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team delivers an unrivaled 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, Patheon and PPD.