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Program Manager - Knowledge Centered Service

Company: Thermo Fisher Scientific
Location: Salt Lake City
Posted on: June 12, 2021

Job Description:

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $25 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, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them.Location/Division Specific Information:Carlsbad, CA - OR - Remote for well qualified candidateAnalytical Instruments Group; Instrument & Enterprise ServicesLaunched in 2011 to enhance customer productivity, the Instrument and Enterprise Services (IES) division provides a single source for integrated lab service, support and supply management. IES encompasses over 3600 hard-working global service professionals with the broadest service portfolio in the market coupled with access to a deep bench of domain expertise.How will you make an impact?The Knowledge Centered Service (KCS) Program Manager is a strategic addition to the IES Knowledge Team. You will own and lead the continuous journey of Knowledge Centered Service principles with our technical partners, global service organizations and implementation partners. Growing the knowledge culture in the context of providing an enhanced experience for IES customers, support agents and field service teams while generating easily accessible self-service and best practice knowledge. You will work across divisions, regions and functions to eliminate silos, build collaborative relationships, and create and implement best practices around knowledge process, knowledge creation, knowledge structure, and knowledge reuse.What will you do?The KCS Program Manager will be responsible for generating a KCS culture for faster resolutions to known issues while creating bandwidth for Customer Support Teams to focus on more complex and higher profile requests.KCS is an industry best practice and methodology that maximizes success through fundamentally shifting culture within an organization. As the KCS Manager you will understand that capturing and sharing knowledge is viewed as being of the highest value and an integral part of the issue resolution and prevention workflow.Responsibilities:The development, implementation and continued improvement of a KCS strategy across IES organization.Implementing KCS strategy by creating plans and executing on deliverables in collaboration with the Technical Support TeamsFunctioning as the Project Manager for a KCS Adoption Team; establishing and driving regular meetings with the adoption team and advising and educating around online support optimization.Collaborating with customer support managers across global regions to define and deliver a comprehensive training program that incorporates key roles in the KCS strategy.Creating a culture of knowledge sharing by communicating the vision and shifting support teams to the role of proactive knowledge workers.Auditing existing content. Creating a migration plan and executing on the plan with the adoption team.Using tools and insights report metrics as it pertains to the program to assist leadership to drive process improvement.Establishing clear accountability in all managers to make KCS a core competency, integral to business processes and success.Designing, implementing and creating a consistent experience that continuously improves the customer experience.Deploying and ensuring ongoing success of the KCS program for managing content, including content development, maintenance strategies and key performance indicators to manage program efficiency.Providing knowledge workers with continuous visibility to the impact of their contributions.How will you get there?Education/Experience:Minimum 5 years of experience in a service organization, with at least 2 years in an operations, project or product management roleUnderstanding of the methodology behind Knowledge Centered ServiceExperience in new product support of one or many product lines in our portfolioProven track record managing projects, content or training and producing positive resultsThe right candidate for this role must be skilled in KCS process and hold or be working towards certifications in KCS Fundamentals, KCS Principles and/or KCS Coaching. Previous experience of owning the KCS strategy, and driving its implementation and adoption, is desired. You will be a self-motivated individual, able to work autonomously and cross-functionally, with great time-management skills. You will be willing and able to work in a fast paced, diverse environment, as part of both local and global teams to deliver customer excellence and success. You will be attention focused and hold a high degree of accountability.Knowledge, Skills, Abilities:Ability to translate strategy and drive change through influenceAbility to deliver results while working independently in a fast-paced environmentConfident self-starter who can completely own the delivery of high value work productsExcellent communication skillsSolid grounding in Microsoft products, including PowerPoint, Word, Excel, Teams, SharePointUnderstanding or Knowledge Base toolsAbility to communicate technical information to individuals in terms that can be understood in both technical and layman's termsWillingness to work non-traditional hours to accommodate time zone differences of a global teamAbility to travel as needed (domestic and international)Our global team of more than 75,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services and Patheon. For more information, please visit .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.Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.

Keywords: Thermo Fisher Scientific, Salt Lake City , Program Manager - Knowledge Centered Service, Other , Salt Lake City, Utah

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