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Job Title: Client Services Project ManagerLocation: Grand Island, NYReports to: Sr. Program Manager, Cell Culture and Cell Therapy 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. Responsibilities:The Client Services Project Manager will be responsible for facilitating the collaboration between the customers and the internal team as it relates to orders and technical issues. Responsibilities include, but are not limited to the following:Ensure Service Level Agreements and requested delivery dates are met for all customer orders for given account assignments. Candidate will serve as the customer advocate throughout internal processes. Troubleshoot, escalate and resolve issues and risks jeopardizing customer commitments. Work with interfacing functions to ensure timely and accurate processing of customer quotes and orders (Feasibility, Packaging Engineering, Chemical Formulations, Accounting, Pricing, BioProduction PMO team members, and Customer Service). Communicate action plans and resolution to customer in a timely manner.Meet BioProduction business objectives around inquiry turn-around time, customer service level targets, order conversion rates, and revenue goals. Candidate will be required to run reports, analyze data, develop presentations, lead customer conference calls, and participate in customer audits and visits.Project Manager will be responsible for balancing PMO order processing and account coverage workload. Candidate will be required to train and/or coach less experienced Project Managers.Participates in or leads weekly/biweekly/monthly status update meetings or Triangle calls with the BID Account Manager and/or Regional Team. The purpose of these meetings are to ensure that the Account Manager/Sales Team is fully informed of the status of orders and projects, confirm necessary communications are taking place between the customer and the PMO Team, the status of various agreements, and identify any concerns of the customer.For Core Accounts, the Program Manager will also work with the internal team and the Account Manager to assemble the data for the QBR (Quarterly Business Review) with the customer.As required, the PM will also work closely with and coordinate activities with the regional FAS’s in supporting the technical needs of the customer.Leads cross-functional teams for customer specific projects or global programs that are initiated by TFS. This could include Supply and Quality Agreements as well as RFP’s.When troubleshooting customer technical issues with Technical Experts to identify and understand the functional components of their customer’s processes and align the appropriate Thermo Fisher resources and stakeholders to address and resolve technical issues in a timely manner.Minimum Qualifications:Requires BS/BA (Biology, Molecular Biology, Chemistry, or Engineering) or High School diploma with 10 years of biotechnology experience. Additionally, candidate should have a minimum of 5 years project management and customer service experience.Position requires 5+ years’ experience in a customer facing environment and working technical knowledge of the biotechnology industry including the basics of project management methodologies.Successful candidate will have strong skills in the following areas: written and verbal communications, interpersonal cross functional team based interaction, organizational and detail orientation, analytical, planning, and problem solving. Should also be intellectually curious and results oriented.The ideal candidate should have a minimum of 5 years of project experience and should have led cross-functional teams for at least 2 years.Must be a good team player, proven skills as an effective communicator, and have an ability to address customer needs for order processing. The ideal candidate will have experience leading and aligning project teams and have excellent communication/customer service skills.Preferred Qualifications:Candidate should be knowledgeable regarding the biological drug development process, cell culture products, and internal manufacturing processes.Project management certification and training is preferred but not required. This position has not been approved for Relocation Assistance. At Thermo Fisher Scientific, each one of our 50,000 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 Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
Life Technologies, inc.
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