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Escalation and Calibration Compliance Manager

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Thermo Fisher Scientific

3mo ago

  • Job
    Full-time
    Senior Level
  • Science
    Logistics

AI generated summary

  • You need a Bachelor’s in Life Sciences, Engineering, or Business, 5+ years in customer support management, team leadership experience, and familiarity with data analytics tools like Power BI.
  • You will collaborate on global support strategies, ensure regulatory compliance, manage calibration data, drive continuous improvements, resolve customer concerns, and enhance team processes.

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.

What are the environmental conditions for this role?

The environmental conditions are office-based.

What is the primary responsibility of the Escalation and Calibration Compliance Manager?

The primary responsibility is to oversee the field and depot calibrated tool program to ensure compliance is met and maintained.

What qualifications are required for this position?

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

Is experience in the scientific instruments industry preferred for this role?

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

What tools and 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, and JIRA.

What benefits are offered to employees in this position?

Benefits include competitive remuneration, an annual incentive plan bonus, healthcare benefits, paid time off, retirement savings programs, and more.

What is the salary range for this position?

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

Is there a bonus structure associated with this role?

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

How many paid time off hours are provided annually?

Employees are entitled to at least 120 hours of paid time off (PTO) annually, in addition to 10 paid holidays.

Where can I find more details about the benefits package?

More information on the benefits package can be found at https://jobs.thermofisher.com/global/en/total-rewards.

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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.