About Thermo Fisher Scientific

Thermo Fisher Scientific Inc. (NYSE: TMO) 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 of more than 100,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands. With each discovery comes a new story, and we are the science behind the story. Learn more https://www.youtube.com/watch?v=zMs2Qb2uWjM. 

Thermo Fisher Scientific is actively seeking a Director, Client Services Basel and Germany.

Reporting to the General Manager of Clinical Services in Switzerland, the job holder is responsible for leading and developing an extraordinary Client Services Project Management organization to deliver an excellent customer experience on site for the Clinical Trials Division. The Director Client Services is responsible to meet client requirements in terms of quality, compliance and delivery times for the entire workstream, from packaging activities to distribution of clinical trial services.

This position will lead the client services function on site, including advising and coordinating project management activities in both Packaging and Distribution Clients services, support for client initiatives, resource planning, and development of robust business processes to support cross functional collaborative ways of working, while ensuring customer service excellence. Evaluates emerging business environment trends, interprets evolving client requirements and leads functional response to Customer Allegiance Score (CAS) data. Ensures work is consistent, complete and managed appropriately, as well as providing timely and effective issue management and resolution.

The position collaborates in partnership with the Operational Excellence leader and with key collaborators to transform the Department to enable profitable growth, improve quality and customer experience, and increase employee engagement.

Delivery of these objectives will be achieved through the leadership, mentoring and development of the entire team enabling the deployment and introduction of powerful working practices and innovative, value adding project management technologies & tools. These activities will be carried out in accordance with current statutory, regulatory and company safety and quality standards as well as our 4i Values.

Success in this role will be demonstrated through increased customer experience, on time and in full project delivery to hit our growth & profitability targets and improve

Leadership Team of FCS Basel, this position is also responsible for ensuring global coordination of all FCS Basel & Germany customers requiring such interactions in order to successfully complete their projects/programs.

Key Responsibilities:

• Lead Client Services functions for a thorough execution of packaging and distribution project management activities across the sites in Switzerland and Germany, aligned with business unit regional targets.
• As member of the Site leadership Team, drive continuous process improvement within the Project Management teams to elevate the customer experience and deliver profitable growth
• Attract, coach, develop and retain talents that delivers business objectives through a culture of customer centricity & continuous improvement.
• Anticipate challenges and risks. Prepare, lead and implement proactive mitigation strategies to ensure efficient results.
• Demonstrate Role Model Leadership in line with the Role Model Leader Competencies
• Establish Key Performance Indicators for the department and to monitor performance against these taking appropriate actions where these are not achieved.
• Ensure an accurate resource level to enhance business readiness and anticipate customer requests.
• Establish goals for each direct report employee in line with career and organizational development plans.
• Support the General Manager into site strategic plans for further business development and strategic investments.
• Manage and control department budget and spending
• Provide senior level consultation both within the business and to the clients on service improvements and service line offering expansion to meet client's needs.
• Actively contribute and provide inputs to the S&OP process
• Work with quotes and Sales to develop business leads and market intelligence.
• Be an active player within the team to drive global harmonization and change management efforts
• Build customer allegiance by representing the site Project management organization towards customers

Minimum Requirements/Qualifications/Competencies

• Master degree or equivalent certification
• 7+ years of proven experience in Project or Business Management applied to manufacturing, distribution or services industry
• Good knowledge of GMP environment
• Strong commercial skill and financial knowledge
• Intensity for driving Customer centricity culture
• Proven success on process improvement projects
• Passion for Talent management and development
• Experience in managing large teams across multiple geographies and remote based
• Ability to navigate into a complex matrix organization
• Diversity & Inclusion DNA
• Strong interpersonal skills and the ability to connect with and positively influence leadership and individuals at all levels of the organization
• High ethical standards to support a professional business code of conduct.
• Excellent verbal and written communication skills
• Fluent in English and German languages
• Ability to travel : up to 25%

At Thermo Fisher Scientific, each one of our 100,000 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. Apply today http://jobs.thermofisher.com.