Supervisor, PPI Business System

Job Description

About Thermo Fisher Scientific

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 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, growing efficiency in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our distributed team of more than 100,000 colleagues delivers an outstanding 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, Patheon and PPD. For more information, please visit www.thermofisher.com.

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About Customer Support Center

At Thermo Fisher Scientific, committed to being a Product Leadership company that builds innovative solutions across the spectrum of our customers’ needs. Our customer service and support are critical to enabling an exceptional customer experience. Our Customer Support Center organization is instrumental in these efforts and their flawless alignment across geographies and commercial functions is crucial to our success.

The Bangalore Customer Support Center capability is a well-established team, which supports the North America, EMEA & APJ Order Management and other critical back office jobs with three shifts working over a 24-hour window/day, together processing over 60,000 requests each month. These three teams are truly pivotal to delivering on our promises of quality, innovation to the success of our business in India and across the world.

Key Responsibilities: 

• Lead continuous improvement initiatives aimed at improving processes benefitting the customer and employee experience.
• Facilitate problem solving initiatives focused on determining root cause and implementing appropriate solutions.
• Train, coach and follow-up with teams to ensure improvements are sustained.
• Assist teams to identify new projects through value stream mapping, data analysis and daily management systems.
• Identify, research, develop and implement PPI/Lean tools such as lean leadership, value stream mapping, kaizen, cell design, material flow, 5S, and visual management, etc.
• Assist with the CSC PPI strategy.
• Fosters a culture of continuous improvement across the regions that will encourage QA’s to identify and suggest improvements, promotes problem-solving, and empower them to contribute to the overall quality and performance of the organization.
• Focus on developing and implementing processes to ensure the quality standards are met across the processes.
• Identify areas for improvement in processes and implement changes to enhance quality, analyze quality-related data to identify trends, root causes of issues, opportunities for improvement.
• Determine uniform training needs to employees across the board on quality standards, processes, and tools and work closely with cross-functional leaders and trainer to drive quality improvements.
• Use data and metrics to drive decision-making related to quality performance, identify trends, and make informed decisions based on objective evidence.
• Liaise with the country PPI team across the regions supported by CSC to work on process improvement initiatives resulting to better Customer Experience.

Leadership Required:

• Identify and proactively involve the appropriate individuals/teams to participate in PPI/continuous improvement initiatives.
• Provide project leadership by effectively influencing without direct authority.
• Be a change agent.

Requirement

• Bachelors with experience with 10+ years overall experience and have led continuous improvement implementation
• Excellent facilitation and communication skills.
• Very good understanding of Visual management / 5 S.
• Ability to train teams, support site level initiatives.