Customer Excellence Manager Europe (m/w/d)
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Hele Danmark
Job Description
When you’re part of Thermo Fisher Scientific, you’ll do challenging work and be part of a team that values performance, quality, and innovation. As part of a successful, growing, global organization you will be encouraged to perform at your best. With revenues of $24 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.
At Thermo Fisher Scientific, each of our 70,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission – enabling our customers to make the world safer, cleaner and healthier.
Position Summary:
This role is responsible for designing and implementing a European Technical Support Hotline, including all related processes and trainings needed to deliver a modern Contact Center solution for our customers.
The further responsibility is to establish a state-of-the-art training program, both for the customers and employees, that will be monitored and developed.
The Customer Excellence Manager Europe will regularly monitor the success of training and hotline response by reporting out KPIs agreed with the Director, Field Service Europe.
Key Responsibilities:
Designing and Implementing of European Support Hotline:
Regional Training Programs
Minimum Requirements/Qualifications:
When you’re part of Thermo Fisher Scientific, you’ll do challenging work and be part of a team that values performance, quality, and innovation. As part of a successful, growing, global organization you will be encouraged to perform at your best. With revenues of $24 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.
At Thermo Fisher Scientific, each of our 70,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission – enabling our customers to make the world safer, cleaner and healthier.
Position Summary:
This role is responsible for designing and implementing a European Technical Support Hotline, including all related processes and trainings needed to deliver a modern Contact Center solution for our customers.
The further responsibility is to establish a state-of-the-art training program, both for the customers and employees, that will be monitored and developed.
The Customer Excellence Manager Europe will regularly monitor the success of training and hotline response by reporting out KPIs agreed with the Director, Field Service Europe.
Key Responsibilities:
Designing and Implementing of European Support Hotline:
- Design and implement a professional Technical Support Hotline for Europe including all relevant processes and trainings
- Create and maintain a sophisticated knowledge database
- Coordinate the regional Hotline (the team and the processes)
- Ensure collaboration and cooperation with the European Hotline team through an adequate meeting structure to ensure regular exchange of experience and information
- Monitor compliance, effectiveness, and quality standard of the regional hotline using relevant metrics and initiate improvement plan if necessary
Regional Training Programs
- Build a sophisticated regional training program for our customers
- Coordinate training programs across Europe, leverage on synergies between the countries
- Establish a regional high-quality training program for our internal staff (modular approach) in collaboration with the Global Service Team and stakeholders from the region
- Monitor compliance and efficiency of the regional training programs using relevant metrics, constantly striving for program improvements
- Act as a point of contact between the region and CoE, conveying the regional training programs/content needs
- Drive the regional rollout of new training programs
- Ensure collaboration and cooperation with the European training team
Minimum Requirements/Qualifications:
- Project Management experience with a focus on Customer Care (hotline, contact center, call center, etc.)
- Analytical and customer-centric mindset
- Experience with setting up and managing a hotline solution is a must
- Solid track of record in facilitating a training program in customer care environment (hotline, contact center, call center, etc.)
- Excellent communication skills, fluency in English is a must
- Experience with leading a project within a matrix organization
- Cross-cultural leadership skills
- Willingness to travel up to 30%
Information og data
Denne ledige stilling har jobtypen "Data Manager", og befinder sig i kategorien "Informationsteknologi".
Arbejdsstedet er beliggende i Hele Danmark
Jobbet er oprettet på vores service den 27.9.2019, men kan have været deaktiveret og genaktiveret igen.
Dagligt opdateret: Dette job opdateres dagligt ud fra jobudbyderens hjemmeside via vores søgemaskineteknologi og er aktivt lige nu.
- Data Manager
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| Dato | Alle jobs som data managere |
|---|---|
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