Global Service Enablement Manager

3 weeks ago

California City, United States Bio-Rad Laboratories Full time
Overview

Bio-Rad's Global Commercial Operations (GCO) Commercial Effectiveness team strives to equip commercial employees with the knowledge, skills, and abilities for their role to empower them to drive business results. The Global Service Enablement Manager is responsible for designing, developing, and launching training, communications, and change management for process improvement initiatives focused on driving the success of Bio-Rad's global Service organization. This will require Change Management, communications, and instructional design expertise to ensure process improvement initiatives are effectively embedded within the Service team. This is a pivot role for Bio-Rad's service effectiveness journey and will require a change agent focused on performance excellence, customer centricity, and working collaboratively with a wide group of stakeholders throughout the organization.

The Global Service Enablement Manager will primarily support the Global Service Operations team as global Service processes are implemented and embedded, ensuring all teams have the knowledge, skills, and abilities to follow standard operating processes for: Work Order, Upgrade, and Preventative Maintenance management; parts and calibrated tool handling; troubleshooting and customer service skills; and service lead pass.

How You'll Make An Impact:
  • Drive 5+ change management, instructional design, and/or communications projects simultaneously.
  • Collaborate with Global Commercial Operations stakeholders to understand processes being introduced or refined.
  • Leverage the Prosci change management methodology to independently develop four essential change management plans (Communication, Training, People Manager, and Sponsor) to address resistance and ensure successful process implementation.
  • Make innovative recommendations to drive process improvement initiative success.
  • Develop multi-channel communications for all levels of the organization to generate awareness about excitement about and reinforce process changes (i.e. emails, SharePoint sites, videos, etc.).
  • Develop engaging training materials (i.e. eLearning modules, assessments, virtual and in-person instructor led training courses, webinars, scenarios, exercises, videos, and quick guides using a broad range of technologies) and analyze the impact following Kirkpatrick Model and change management measurement tools.
What You Bring:
  • Education: Bachelor's degree or equivalent in Instructional Design, Learning Technologies, Life Science, Clinical Diagnosis or a related field, or equivalent work experience. MBA a plus.
  • Work Experience: 9+ years of demonstratable experience in enabling process improvement initiatives in a fast-paced matrixed environment. Experience in a Field Service, Customer Technical Support, or Customer Service role a plus.
  • Strong interpersonal skills and team player with the ability to function autonomously.
  • Experience working in a matrixed organization and building relationships remotely and cross-culturally, effectively communicating and engaging with +3/-3 levels of the organization, and taking a collaborative approach to decision making and problem solving.
  • Ability to understand complex information/concepts quickly and circulate them in an understandable, clear format.
  • Excellent problem-solving skills with the ability to assess situations, identify potential problems or challenges, and to proactively implement timely and effective solutions or to escalate issues that cannot be independently resolved.
  • Results-driven collaborator with excellent time and project management skills, and the ability to multi-task, adapt to changes and flex time on project to ensure deadlines are met while working in a fast-paced global environment.
  • Tenacious, self-motivated team player with a positive attitude, ability to learn quickly, and high attention to detail.
  • Proficient in eLearning technical tools such as Articulate Storyline, Camtasia, Adobe Captivate.
  • Proficient in using Microsoft Office Suite, including but not limited to Word, Excel, PowerPoint, and Outlook to create and format documents, manipulate data in spreadsheets, and manage emails and calendars are essential for success in this role.


Total Rewards Package: At Bio-Rad, we're empowered by our purpose and recognize that our employees are as well. That's why we offer a competitive and comprehensive Total Rewards Program that provides value, quality, and inclusivity while satisfying the diverse needs of our evolving workforce. Bio-Rad's robust offerings serve to enrich the overall health, wealth, and wellbeing of our employees and their families through the various stages of an employee's work and life cycle.

Benefits: We're proud to offer a variety of options, including competitive medical plans for you and your family, free HSA funds, a new fertility offering with stipend, group life and disability, paid parental leave, 401k plus profit sharing, an employee stock purchase program, a new upgraded and streamlined mental health platform, extensive learning and development opportunities, education benefits, student debt relief program, pet insurance, wellness challenges and support, paid time off, Employee Resource Groups (ERG's), and more

Compensation: The estimated base salary range for this position is $114,700 to $157,800 at the time of posting. Actual compensation will be provided in writing at the time of offer, if applicable, and is based on several factors we believe fairly and accurately impact compensation, including geographic location, experience, knowledge, skills, abilities, and other job permitted factors. This position is eligible for a variable annual bonus, which is dependent upon achievement of your individual objectives and Company performance.

*Minimum reflects our lowest paying locations, and the top end reflects our highest paying locations. The range in your geographic location will vary but will be within the indicated ranges.

Who We Are: For 70 years, Bio-Rad has focused on advancing the discovery process and transforming the fields of science and healthcare. As one of the top five life science companies, we are a global leader in developing, manufacturing, and marketing a broad range of high-quality research and clinical diagnostic products. We help people everywhere live longer, healthier lives. Recently voted a Best Place to Work, Bio-Rad offers a unique employee experience with collaborative teams that span the globe. Here, you are supported by leadership to build your career and are empowered to drive change that makes an impact you can see.

EEO Statement: Bio-Rad is an Equal Employment Opportunity/Affirmative Action employer, and we welcome candidates of all backgrounds. Veterans, people with physical or mental disabilities, and people of all race, color, sex, sexual orientation, gender identity, religion, national origin and citizenship status are encouraged to apply.

Agency Non-Solicitation: Bio-Rad does not accept agency resumes, unless the agency has been authorized by a Bio-Rad Recruiting Representative. Please do not submit resumes unless authorized to do so. Bio-Rad will not pay for any fees related to unsolicited resumes.

Fraud Alert: Bio-Rad has received reports of individuals posing as Bio-Rad recruiters to obtain information, including personal and financial, from applicants. Beware of these fake "recruiters" and job scams. Click here for more information on this scam and how to avoid it. #LI-JS1

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