Sr. Quality Manager, Customer Advocacy

Job Description

When you become a part of Thermo Fisher Scientific, you will have the opportunity to engage in impactful projects, champion innovative thinking, and be immersed in a culture that is committed to conducting business ethically and prioritizing customer satisfaction above all else.The work we do matters, like helping customers find cures for cancer, protecting the environment, making sure our food is safe and delivering COVID-19 solutions. As the world leader in serving science and with the largest investment in R&D in the industry, you will be empowered to realize your full potential as part of a fast-growing, global organization that values your passion and unique contributions. Our commitment to you and our 100,000 colleagues is to provide the resources and opportunities you need to make a difference in our world while building a fulfilling career with us.

This position is an important function of the Laboratory Plastics Essentials (LPE) business and part of a team that is dedicated to support the Bioproduction Rigid Container business. This role could be performed either remote or located at any of our LPE sites.

This role will make an impact by proactively establish a Quality connection with the strategic customers and serve as the liaison on Quality related topics and issues. Provides inputs and coordinates all communications, problems, and requests (pertaining to product quality and service) from customers.

Responsibility

• Acts as the main point of contact for customers in regard Quality issues and general Quality-related initiatives and programs
• Conducts track and trend, and presents customer related quality data as part business and quality reviews with customers.
• Identifies customer concerns and communicate customer experiences with applicable internal functions to mitigate potential complaints or customer concerns.  Speak on behalf of the Quality Organization.
• Drives internal actions required to ensure adequate and timely resolution of Customer Quality issues
• Works closely with Site Quality Heads and other functions to verify scope of investigations, assure root cause analysis and batch impact assessment are adequate, and recommend corrective actions to prevent deviation recurrence; ensure on time closure
• Leads customer concerns related to Quality opportunities, including facilitating internal discussions, follow ups and promptly feedback to the customer
• Leads Customer Change Notifications program resulting from product and process changes
• Leads Quality Agreements program for key customers. Ensures compliance with contractual obligations stated in such agreements

How will you get here?

Education

• Bachelor’s Degree in Science or related field required
• Three to five years in a Quality leadership role in Pharma, Biopharma or Medical Devices
• Experience with investigation writing, root-cause analysis, and report writing is a must
• ASQ or similar quality certification (preferred)

Experience

• Meaningful experience in Quality for Pharma, Bio-Pharma or Medical Device manufacturing;
• Prior experience working with product complaint investigation, CAPA, and non-conformance records including root-cause analysis
• Experience leading very complex quality issues including product quality or service-related concerns raised within the Company and with Customers
• Experience interacting with customers including direct verbal interaction and issuing written reports

Knowledge, Skills, Abilities

• Strong interpersonal skills
• Ability to summarize complex quality problems and deliver executive updates
• Knowledge of pharmaceutical, biologics and/or medical device quality systems (FDA, ISO13485, MDSAP, etc.)
• Project management skills including ability to track and follow-up on actions across multiple functions, sites, and locations.

We offer competitive salary, an annual incentive bonus plan, and a range of other employee benefits!

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

• 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.
• We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation

Compensation and Benefits

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs

• Employee assistance and family support programs, including commuter benefits and tuition reimbursement

• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy

• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan

• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards