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Customer Experience Product Liaison
Company: Thermo Fisher Scientific
Location: Baltimore, MD
Employment Type: Full Time
Date Posted: 05/21/2021
Expire Date: 08/15/2021
Job Categories: Biotechnology and Pharmaceutical, Computers, Software, Customer Service and Call Center, Healthcare, Other, Information Technology, Sales, Purchasing, Research & Development, Medical
Job Description
Customer Experience Product Liaison
Position Summary: The Customer Experience Product Liaison works to achieve customer service level agreements with products and services from Thermo Fisher Scientific. We are searching for an individual who can provide outstanding post-sales customer support for instrumentation within the Biosciences Division, including Flow Cytometry, Microscopy, Western Workflow, Detection, High Content Analysis, and Gene Therapy systems. This individual will project manage instrument customer concerns by coordinating with internal partners to bring about quick resolution for the customer. The Liaison will work to drive down the time to resolution for our customers and identify areas for process and technical improvement through careful data tracking and analysis
.Key Responsibilities:
  • Project manage customer instrument issues alongside technical professionals to arrive at a timely resolution for the customer
  • Coordinate conference calls with key partners to assess the customer problem and outline a plan for resolution
  • Assign timelines for follow-up and ensure all parties are making progress
  • Follow customer concerns to closure
  • Lead weekly calls to update key partners on current issues
  • Maintain in-depth and up to date technical knowledge of relevant workflows related to each of the product lines supported in the role
  • Collect data for each customer issue in a centralized database to identify trends and process improvement opportunities
  • Support field sales by directly contacting customers, as needed
  • Proactively mine service databases to identify recurring customer issues and work to address
Education:
  • Bachelor degree required, PhD preferred.
Experience:
  • Experience in the Life Sciences, Pharmaceutical, Biotechnology or Diagnostics Industries preferred
  • Project management experience
  • Experience with research instrumentation preferred
  • Previous customer facing experience preferred
Required Skills:
  • Demonstrates excellent presentation and facilitation skills
  • Strong analytical skills
  • Ability to maintain a flexible schedule to meet customer needs
  • A self-starter who can work independently as well as with a wide range of individuals within service, customer service, product management, and sales
  • Ability to lead each problem with a project management outlook
  • Demonstrates strong interpersonal skills
  • A mind set to meet customer needs
  • Functional knowledge of research based instrumentation
  • Experience with crafting and executing SOP’s
  • Builds urgency with internal partners to achieve timelines
  • Displays positive attitude toward job and others
  • Ability to manage multiple customer concerns at a single time
  • Ability to work in a fast-paced environment and willingness to cross-train on multiple instrument platform within the team
  • Proficiency in Microsoft Office Software
  • Minimal travel may be required
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $25 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 75,000 colleagues 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 and Patheon. For more information, please visit www.thermofisher.com.
Contact Information
Company Name: Thermo Fisher Scientific
Website: https://thermofisher.contacthr.com/...
Company Description:

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