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Work Schedule: Standard (Mon-Fri) Environmental Conditions: Office Job Description Job Title: Mastercontrol and Learning Management System Specialist Direct Report To: European Process, Training and Quality Manager Group/ Division: RSD Career Band: Professional Career Track: 5 Position Location: EU - FR/UK/DE/NL/SE/ES Company Information: Thermo Fisher Scientific Inc., a world-class and high-reaching company, is seeking a highly motivated individual to join our exceptional team in Europe.
As a global leader in the industry with revenues exceeding $40 billion and a commitment to innovation, we offer unparalleled opportunities for professional growth and success.
At Thermo Fisher Scientific, each of our 95,000 extraordinary minds has a unique story to tell.
Join us and contribute to our singular mission - enabling our customers to make the world safer, cleaner and healthier.
Position Summary: Maintain the LMS system (TFU) ensuring all e-learning is published and functioning, including the QMS system (Mastercontrol) for Customer services agents, crafting job codes and profiles as reported within the local skills matrix.
Responsible for the upload, updates, and archiving of all approved training material.
Develop training content using available media, such as PowerPoint, Word, Excel, e-learning, and KM Pro.
Complete process audits as requested.
Key Responsibilities: Develop content for training agents in all roles/processes, ensuring it meets the approved EU process.
Act as the CS Gatekeeper for Mastercontrol, responsible for uploading, archiving, and maintaining the accurate document version.
Responsible for crafting the monthly assignment tasks in line with the agreed rollout plan.
Liaise with resource planning and ensure all documents are assigned according to the training captured in the local skills matrix.
Maintain Mastercontrol with leavers and starters, by crafting/removing agents' job codes, roles, and training assignments.
Maintain and provide training materials for agents on how to use Mastercontrol, find their tasks, and sign off.
Build and maintain relevant e-learning in English and local language if required, using the agreed software and style format.
Work with relevant collaborators to maintain the LMS system (currently TFU), maintaining the e-learning materials, and providing training instructions for agents and supervisors on how to find and assign learning assignments.
Develop relevant reports to show learning assignments completed/outstanding, meeting country restrictions and regularly share with the management teams to progress to completion.
Support course development and maintenance, ensuring appropriate materials are available for agents in KM Pro, or as e-learning uploaded in Mastercontrol.
Work with the Compliance teams to support relevant audits, where audit findings are reported, work with the local Operations or Process/Training teams to follow up and resolve.
Support the creation of Articles, FAQs, Decision trees, and quick links in KM Pro working within the guidelines using the style guide.
Translate as needed into local language all relevant materials.
Minimum Requirements/Qualifications: 2 years of validated experience in a Customer Services environment.
Ability to write clear training content on technical subjects.
Presentation skills to meet all learning styles.
Experienced in process improvement.
Previous QMS experience, such as Mastercontrol.
Proficient local language (dependent on recruitment location) and English.
Non-Negotiable Hiring Criteria: Positive, 'can-do' demeanor.
Able to be self-sufficient and progress activities with limited supervision.
Strong verbal and written communication skills.
Excellent analytical and presentation abilities.
Ability to support and coordinate multiple projects at the same time.
Ability to work independently, seeking help when needed, and creatively solving problems when help is not available.
Comfortable in handling ambiguity.
Ability to travel occasionally.
Shows a clear example of a quality focus and demeanor.
Demonstrates conceptual thinking and working.
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