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Implementation Manager, Contract Testing Labs (m/w/d)

Location: Germany - home office based

Position Summary:
The Implementation Manager, Contract Testing Labs (CTL) (Environmental Testing, Food Safety), is a key commercial role within the Chromatography and Mass Spectrometry Division of Thermo Fisher Scientific. This role ensures a smooth implementation process from site preparation, installation, to completion of training and method transfer and consumables for customers in the Contract Testing Labs segment.  The incumbent initiates and maintains effective customer relations, develops opportunities for growth for new and existing customer base, and assures customer success to reach long term commitments.
 
Key Responsibilities: 

• Project Implementation
• Identifies technology/designs configurations across portfolio for customers to solve their challenges and support their needs
• Quantify the “before” and “after” situation for the customer for the implementation to ensure the success plan is satisfied
• Understands how the customer measures success of the implementation and how this new offering will solve problems and impact in a positive way resulting in a clear upfront success plan
• Actively participates in delivery and manages implementation of products and services by understanding customer requirements/demands during implementation and thoroughly investigating technical issues to ensure successful resolution
• Schedules installation(s) and work with customer lab operations team to ensure everything is in place before and during the implementation
• Understands IT, gas supply, footprint, access, software and consumables infrastructure and training requirements when gathering site requirements
• Responsible for integration of holistic offering for the customer including software, data collection, sample handling, “usability of data”
• Visits customer site during the implementation as required
• Schedules customer training and educates the customer on protocol related to running samples and SOP’s
• Partners with the Account Relationship Manager and Customer Success Manager to navigate complex customer situations, implement proposed solutions and escalate issues for quick resolution as required for successful delivery and start up
• On time delivery against project and technical support plans ensuring customer satisfaction
• Hands over project to customer and Customer Success Manager in a sustainable way
• Aware of competitor and industry activity and new products/services of interest to customers; incorporates into business plan

 
Additional Responsibilities

• Maintains accurate reporting, records, and files necessary for proper management of customers
• Populates content in the lab database to capture lab footprint
• Creates and maintains key contact list for reference during implementation
• Maintain physical equipment, replacement parts for quick fixes in the field

Key Relationships

• Account Relationship Manager, Customer Success Manager
• Maintains internal network of trusted experts to rapidly solve minor implementation challenges
• Leverage resources to meet customer needs and work effectively cross-functionally with suppliers and internal resources
• Monitors progress of project(s), ensuring the right team members are aware of their responsibilities for the customer project
• Interfaces with purchasing, decision-makers, lab personnel at customer site
• Interfaces with operations, technical experts across Thermo Fisher

 
Minimum Requirements/Qualifications:

• Proven track of experience, preferably along with advanced degree in commercial, service, applications, IT and/or project management experience in a sciences technology field with depth in a technology discipline
• Bachelor’s degree, preferably in a sciences discipline
• Track record of leading, managing and implementing complex technical projects
• Experience with Contract Testing Labs preferred
• Knowledge and understanding of the regulatory and compliance environment preferred
• Several years people management experience preferred
• Strong interpersonal, oral and written communication and presentation skills
• Computer proficiency in MS Office and the internet
• Solid English written and verbal communication skills.
• Organizational skills, ability to multi-task and meet deadlines
• Proven commercial excellence working in matrix environment
• Ability to travel to customer locations up to 75%

 
Key Competencies:  

• Project management
• Communication/collaboration skills
• Technical skills
• Leadership

 
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