Job Description

Develop and maintenance automation, reporting, data visualization and analysis of the data
collected through the company\xe2\x80\x99s business systems and processes to provide critical feedback
and monitor performance across APJ commercial operations team ie, Sales, customer care,
service team, technical support, marketing operations, sales support.
To improve productivity, revenue, profitability, employee satisfaction and customer experience
through successful execution of projects that are aligned with company objectives.

Key Objectives of the role:
Develop and maintain customer care operations performance dashboard to increase
customer care productivity and customer experience
Develop and maintain service and technical support operations performance dashboard to
increase service and support productivity and customer experience
Develop and maintain marketing operations and any related performance dashboard to
drive productivity in driving and tracking marketing campaign to revenue realization
Gain understanding business process and functions of the Customer Care, Service and
Support business, marketing to provide improvement initiatives that drive automation
Map the Customer Care, Service and Support and marketing operations processes to
identify improvements and pain points across the business.
You will be responsible for modeling complex problems, discovering insights and
identifying opportunities through the use of statistical, machine learning, algorithmic, data
7/22/2019 Job Posting Preview
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Job Category
Information Technology, Operations
mining and visualization techniques.
Analyze collected data for business management (i.e. actually provide results) and create
standard report templates for business management (i.e. develop tools to allow others to
get their own answers)
Refine and evolve dashboards to generate increasing value of data
Work with Business Excellence team and Customer Care, Service and Support leadership
team to identify and prioritize improvement opportunities to increase productivity, revenue,
profitability, employee satisfaction and customer experience.
Provide analysis and insight to guide decision making and planning outcomes for business
excellence projects.
Collaborate effectively with internal stakeholders and cross-functional teams to solve
problems, create operation efficiencies.
Apply a breadth of tools, data sources and analytical techniques to answer a wide range
of high-impact business questions and present the insights in concise and effective
manner.
Execute and lead cross functional projects relating to Biz intelligence by adding
measurable value to the business.
Progressively build wider understanding of Thermo Fisher Scientific business and
industry that could improve Customer Care, Service and Support outcomes, sales
support and marketing operations

Minimum Qualifications:
Minimum 4 years experienced in data analysis, data modelling and business reporting, or
similar
Three to five years\xe2\x80\x99 process improvement experience.
Experience with SAP, Enterprise One, Siebel, SQL, EDW, Power BI. Excellent with strong
macro coding in excel.
Ability to communicate in a clear, concise, understandable manner, and listen attentively
to others.
Excellent presentation, organizational, motivating and strategic planning skills.
Strong analytical and problem solving skills and the ability to successfully interact with
staff to problem solve to achieve goals.
Assertively drive for superior results.

Preferred Qualifications:
Experience in a commercial sales environment.
Scientific knowledge and experience with orientation to growing scientific knowledge to
enhance understanding of changes to customers\xe2\x80\x99 needs.
Ability to adjust priorities and manage time wisely in a fast-paced environment.
Ability to work independently/in a group setting/with little direction/with direct supervision
Mindset to be \xe2\x80\x9cAlways asking\xe2\x80\x9d.