Thermo Fisher Scientific

Senior Quality Manager – Customer Advocacy

Thermo Fisher Scientific

full-time

Posted on:

Location Type: Hybrid

Location: Logan • New Jersey • New York • United States

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Salary

💰 $118,100 - $165,000 per year

Job Level

Senior

About the role

  • Serve as the primary Quality point of contact for assigned strategic and key customers, building strong, trust‑based relationships across all four divisions (BCD, PPA, SUD and FSD).
  • Lead customer-facing quality discussions, including issue resolution calls, quality reviews, and routine governance meetings.
  • Ensure timely, clear, and aligned communication to customers regarding quality performance, escalated investigations, and improvement actions.
  • Represent the Quality organization confidently in customer interactions, escalating risks and opportunities appropriately.
  • Work with relevant key partners with the implementation of Change Notifications and Quality Agreements for key customers.
  • Lead and coordinate the resolution of complex customer quality issues, including complaints, deviations, and escalations.
  • Partner with Site Quality, Operations, Technical, and Commercial teams to ensure investigations, root cause analysis, impact assessments, and CAPAs are robust, timely, and customer‑appropriate.
  • Contribute and maintain Executive Briefing Documents and customer-facing materials, ensuring accuracy, consistency, and clarity.
  • Support the development and execution of Quality Improvement Plans (QIPs) for key customers, aligned with broader BPG quality strategy.
  • Drive standardization of customer advocacy processes, tools, KPIs, and reporting within scope.
  • Identify opportunities to improve efficiency, consistency, and customer experience through data, digital tools, and best practices.

Requirements

  • Bachelor’s Degree in Science or related field required
  • ASQ or similar quality certification (preferred)
  • Minimum of 7-10 years’ experience in pharmaceutical, bioprocessing, or medical device manufacturing.
  • Prior experience with product complaints, deviations, CAPA, and root cause analysis.
  • Demonstrated experience managing complex customer quality issues and escalations within the company and with Customers.
  • Proven track record of direct customer interaction, including leading calls and issuing written reports.
  • Knowledge of BPG products and manufacturing processes desirable.
  • Experience interacting with customers including direct verbal interaction and issuing written reports
  • Strong written and verbal communication skills, with the ability to translate complex quality topics for varied audiences.
  • Solid understanding of applicable quality systems and regulations (e.g., FDA, ISO 13485, MDSAP).
  • Effective project management skills, with the ability to coordinate actions across functions and sites.
  • Customer‑focused, collaborative, and able to operate confidently in ambiguous or high‑pressure situations.
  • Ability to demonstrate business insight and drive growth.
  • Ability to travel up to 25%
Benefits
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
root cause analysisCAPAquality improvement plansquality performanceissue resolutiondata analysisquality systemsregulatory complianceproduct complaintsdeviations
Soft Skills
communication skillscustomer-focusedcollaborativeproject managementproblem-solvingrelationship buildingleadershipadaptabilitybusiness insightconflict resolution
Certifications
Bachelor’s Degree in ScienceASQ certification