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Business Process Owner

4 months ago

Quebec City, Canada Thermo Fisher Scientific Full time

When you’re part of Thermo Fisher Scientific, you’ll do challenging work, and join a team that values performance, quality and innovation. As part of a successful, growing global organization you will be encouraged to perform at your best. With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and chances to create significant contributions to the world._

**The job**:
We are looking for a **Business Process Owner** (BPO) to join Thermo Fisher Scientific’s global service sales enablement team, which focuses on optimizing profitable revenue for our services through demand generation programs, market development programs and through supporting and enabling our sales channels for services.

As part of the commercial excellence transformation for Services, we are restructuring our service processes to drive best in class engagement with our customers. This critical role will not only support implementation of these processes, but will also bring continuous improvement.

Working with the Senior Manager, Services Sales Enablement, the BPO leads the commercial processes for services from end-to-end (in the CRM environment). Main responsibility is the implementation, maintenance and improvement of this process. A key part of this role will be the need to maintain an in depth understanding of how commercial processes for services interact with upstream and downstream processes.

We are offering this role as **fully remote** (working from home), based anywhere in Europe or east coast North America (EST time zone preferred). Some international travel will be required - up to 25% per annum, including overnight stays.

**What will you do?**
- Define, and continuously evolve, the desired state of CRM commercial processes for services
- Implementing, documenting and training of CRM commercial processes for services
- Day to day ownership and maintenance of CRM commercial processes for services
- Continuous support & coaching of all service sales channels in CRM environment
- Development of CRM views & reports
- Proactive engagement with end users and team members to collect inputs which will drive continuous improvement of the CRM commercial processes for services
- Translation and documentation of user & customer requests into business requirements
- Understand and remove barriers to execution
- Empower end users to drive improvements
- Provide clarity to team members and leadership on the effectiveness of, and compliance to, the CRM commercial processes for services
- Maintain a solid grasp of upstream and downstream processes which have an impact on, or are impacted by, CRM commercial processes for services,
- Maintain productive professional relationships with the owners of upstream and downstream processes
- Participate in, or lead, projects which have an impact on, or are impacted by, CRM commercial processes for services
- Maintain a solid grasp of industry standard methodologies for service commercial excellence and resolve how to best leverage these for the advantage of MSD
- Continuous engagement with the IT support team for CRM and other partners to set right priorities of CRM tickets for services
- Provide regular and full visibility on the status of CRM tickets for service, to service leadership and other team members

**Who we are looking for**:

- University degree
- Diverse experience of the Materials & Structural Analysis Division’s (MSD’s) service business, both commercially and operationally
- Highly proficient in Microsoft Dynamics environment
- Intimate knowledge of QAD and Microsoft Dynamics 365 CRM (both using and programming)
- Consistent record working on multi-national multi-functional projects
- Experienced in interacting with highly technical internal customers
- Ability to efficiently connect with and influence diverse audiences

**What’s in it for you**:

- Excellent career progression opportunities with a large and growing global employer
- Competitive salary, plus annual incentive bonus
- Full benefits package (specifics depend on country of hire)

**About us**:
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.