Technical Customer Experience Manager

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. 

Key Responsibilities 

• 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. 

REQUIREMENTS 

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 cause analysis, risk assessment, investigations, and change control. 

• Experience supporting product-quality complaints and investigations, technical inquiries, change notifications, regulatory documentation, product specifications, and customer escalations. 

• Ability to critically review investigation reports and technical responses and provide feedback from a technical and customer perspective. 

• Demonstrated customer advocacy skills and ability to build trusted relationships with customer Quality, Manufacturing, Technical, and Regulatory stakeholders. 

• Proven ability to provide leadership through influence across a matrixed organization and drive alignment across Quality, Manufacturing, Engineering, Supply Chain, Commercial, and Technical teams. 

• Strong analytical and problem-solving skills, with the ability to identify recurring issues, emerging trends, and improvement opportunities. 

• Excellent written, verbal, presentation, and stakeholder-management skills, including handling complex or sensitive customer situations. 

• Experience with Lean, Six Sigma, project management, or electronic Quality Management Systems is preferred. 

• Lead Auditor or other relevant professional certification is advantageous but not required. 

• Ability to travel up to 20%.