Technical Customer Experience Manager

Work Schedule Standard (Mon-Fri) Environmental Conditions Office Job Description As part of the Thermo Fisher Scientific team, you'll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world's toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.   DESCRIPTION   Position Summary   As a   Technical Customer Experience Manager   within Thermo Fisher Scientific’s   BioProduction   Group, you will serve as a trusted technical partner and advocate for customers operating in regulated cGMP environments. You will coordinate complex technical and quality matters, connect customers with the right subject-matter experts, and help drive timely, transparent, and technically sound resolutions.   You will champion the   Voice of the Customer , identify recurring issues and emerging trends, and translate customer insights into proactive improvements across products, processes, communication, and service. Working across Quality, Manufacturing, Commercial, Customer Service, and technical teams, you will also support effective service recovery and help strengthen customer trust.   Success in this role requires strong   leadership through influence across a matrixed organization , with the ability to align stakeholders, drive action, and deliver an exceptional customer experience.

Serve as a   technical advocate and trusted partner   for cGMP customers, representing customer needs across the organization.   Coordinate complex customer matters including   product-quality complaints, investigations, technical inquiries, change notifications, regulatory documentation, specifications, and escalations .   Review investigation reports and technical responses, providing feedback to improve   clarity, completeness, and customer relevance .   Partner with Quality, Manufacturing, Engineering, Supply Chain, Commercial, and   Technical   teams to drive timely resolution and appropriate   service-recovery actions .   Champion the   Voice of the Customer , identifying recurring issues, emerging trends, and opportunities for proactive improvement.   Translate customer insights into actions that improve   products, processes, communication, and customer experience .   Provide   leadership through influence across a matrixed organization , aligning stakeholders and driving actions without direct authority.   Support strong cGMP practices, continuous improvement, and a   customer-focused, quality-minded culture .   Measures of Success   Success in this role will be reflected through strong customer trust and satisfaction, effective management of complex technical matters, improved quality and timeliness of customer-facing responses, successful service recovery, early identification of emerging customer trends, reduction of recurring issues, and the ability to mobilize cross-functional teams around customer priorities.   Ultimately, the Technical Manager – Customer Advocacy will help strengthen the partnership between Thermo Fisher Scientific and its cGMP customers, supporting customers in maintaining reliable manufacturing operations and advancing critical therapies to patients.

Qualifications and Requirements   Advanced degree in Chemistry, Biology, Engineering, Pharmacy, Life Sciences, or related field with 6+ years of relevant industry experience, or   Bachelor's   degree with 8+ years of experience.   Experience in biopharmaceutical, pharmaceutical, medical device, or other regulated cGMP environments.   Strong knowledge of cGMP, Quality Management Systems, CAPA, root