Thermo Fisher Scientific Senior Quality Specialist-Global in Kansas City, Missouri
When you're part of the team at Thermo Fisher Scientific, you'll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you'll be supported in achieving your career goals.
How will you make an impact?
In this remote position, you'll have global responsibility over quality system elements with a key focus on complaints and service escalations - within Instrument Enterprise Services (IES) operations. This role is responsible for setting policy and strategy for customer escalations and for escalation process ownership, including driving to resolution and closure, meeting KPI and customer and regulatory requirements.
What will you do?
Review and manage escalation priorities and provide reporting for various levels of management, through effective use of Thermo Fisher's Practical Process Improvement (PPI) business system.
Develop collaborative relationships across the factories, field and back office teams to support and drive opportunities and key measurable metrics.
Enable proactive communications in managing customer expectations, reduce the number and multiple repair visits and ultimately reduce warranty cost for the company.
Development and delivery of visual dashboards on a routine basis with detailed reporting to show improvement, progress and collaborating with business unit manufacturing sites to focus on new and existing product quality, training, etc. improvement actions.
Mitigate risk to the organization through proactive process management ensuring appropriate financial controls and that all activities are carried out in accordance with Thermo Fisher Scientific policies, standards, and applicable laws.
Provide status of overall IES global complaints, service escalations through scalable tier assessment from top level (executive) to field level (tactical) to achieve strategic service quality goals and objectives.
Develop business process plans that forms synergies with current and new service operational models, including software to capture the data sets.
Employ new technologies / move the needle toward improving service escalations, product quality, warranty expense, serviceability, customer experience, and profitability.
Measure impact of quality on state of service escalations, identify high cost/impact to CAS, and assess impact to Service Support Plans, Entitlements, SLAs, margins, and other service-revenue impacting cost drivers.
Deploy global service operations standardized business tools / processes and metrics in US, Europe, and APAC to drive operational efficiency through service complaints and escalation implementation.
Lead cross-functional efforts aimed at improving global service escalations, product quality and upholding quality standards via articulating both quantitative data trends and detailedqualitative explanations of individual cases.
Prioritize, define, validate and deploy global service escalations standardized business tools /workflows, instructions, metric platforms, escalation KPIs, metrics platforms and processesin US. Europe, and APAC aligned to strategic initiatives and business drivers/priorities to maximize service revenue...cycle times, and customer order/communication accuracy/efficiency.
Develop and maintain alignment with the divisional Quality Management System, regulatory and company requirements.
Manage and lead collaborative teams, functions, individuals to ensure completion of the duties and responsibilities pertaining to all service escalations.
Ensure process adherence and effectiveness to achieve division goals (closure timeliness, maximum uptime, customer satisfaction).
In collaboration with leaders, drive continuous operational process improvement projects which support service quality, applying appropriate quality improvement and project management principles, quality measures/tools such as strategic implementation, PPI and other proven problem-solving tools and techniques.
How will you get here?
Bachelor's degree in Quality or Sciences; MS a plus.
Minimum of 5 years' experience with medical devices, or similar industry, with minimum of 3 years in Quality.
Experience in quality management systems, GMP and ISO
Experience with improvement tools such as Six Sigma, Lean manufacturing is preferred.
Knowledge, Skills, Abilities
Strong business and data acumen, demonstrated expertise in service quality data analysis, including implementation of statistical process controls to determine program effectiveness, forecasting / report preparation.
Ability to deliver effective professional presentations to various stakeholder groups in order to help motivate improvement.
Operational familiarity with SAP
Demonstrated in-depth knowledge of service product quality metrics drivers
Excellence in organization and planning
Strong team player with ability to develop effective working relationships across organization: divisional, regional and global marketing teams, sales operations and IT
Ability to analyze situations, apply independent judgment, discretion and initiative to address problems and develop practical, thorough and creative solutions.
High standards of ethical conduct and confidentiality in dealing with various internal and external constituencies.
A track record of delivering complex programs.
Excellent communications and time management skills required.
Must work independently and be able to manage tight timelines and changing priorities.
Travel requirements: Domestic/International travel up to 25%
Fluency in Microsoft Office
At Thermo Fisher Scientific, each one of our 75,000 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.
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.