• Partner with Fathom users via email to answer questions and troubleshoot issues • Escalate bugs and technical concerns to our Technical Support and Engineering teams • Act as a voice for our customers, sharing feedback and advocating for future product enhancements • Deliver delightful experiences through our support channels, turning potentially frustrating moments into wins for both our users and Fathom • Advocate for process and productivity improvements for the Support team

Work Your Magic with us! Start your next chapter and join MilliporeSigma. Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us. This role does not offer sponsorship for work authorization. External applicants must be eligible to work in the US. Your Role: The Innovation Delivery Lead will establish close collaboration partnerships with key strategic customers in the NA region. The goal will be to ensure a level of customer intimacy that gains access to external senior leadership sponsorship and key stakeholder engagement in collaboration programs that allow positioning and co development of existing and potential future innovative solutions with Millipore Sigma. - You will take responsibility for creating and developing new formal client collaboration programs including the associated confidentiality framework to ensure sustainable future growth with global and regional partners while maintaining continuity of existing innovation collaboration programs. - Capture and ensure relevant market insights are gained by facilitating voice of customer alpha and beta trial feedback to ensure alignment with customer needs and support pipeline development. - Assess, create and develop value driven co-innovation business cases based on market viable customer ideation in line with company strategic goals. - Facilitate and connect technical discussions between customers and internal senior leadership and Process Solutions teams globally, in order to execute on collaboration projects and long-range innovation delivery plans. - Partner with key internal organizations such as Commercial, Global Strategy, Customer Application, Technical & Scientific Solutions, Product Management, and R&D to drive forward business relevant and market driven co-development programs aligned with customer needs and overall business opportunities. - Provide program performance metrics to commercial and business leadership to recommend and inform relevant resource allocation. Who You Are Minimum Qualifications: - BS with 5-8+ years’ industry experience or MS with 5+ years’ relevant industry experience. - Demonstrated knowledge of Pharmaceutical Manufacturing process - Customer-facing or business development experience within the Pharmaceutical environment - Ability to travel 20-40%, primarily NA region, with occasional international travel to customer locations and Company’s facilities across the globe Preferred Qualifications: - Relevant experience in business case development and presentation and communication to senior C level executives both internal and external. - Experience in concept ideation and development and viability metrics assessment. - Project Management skills Role can be based anywhere in the US Pay Range for this position: $85,300 - $166,300. The offer range represents the anticipated low and high end of the base pay compensation for this position. The actual compensation offered will be determined by factors such as location, level of experience, education, skills, and other job-related factors. Position may be eligible for sales or performance-based bonuses. Benefits offered by the Company include health insurance, paid time off (PTO), retirement contributions, and other perquisites. For more information click here. What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress! Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!

• 參與客服培訓計畫 • 在資深同事的引導下積極參與實際操作 • 具備良好的事務管理能力,能夠合理安排工作優先順序 • 敏銳的觀察力,從使用者的敘述中迅速找出問題點 • 優化現有流程,建立有效的工作架構,提升處理重複性工作的效率 • 提升客服回應效率、滿意度,有效管理提高整體滿意程度 • 主動收集需求和痛點,提出建議改進產品和服務 • 深入分析和優化使用者體驗

• Provide advanced, escalated support for complex customer inquiries related to Home Sleep Studies (HSS), Durable Medical Equipment (DME), and Sleep Doctor products and services. • Investigate and resolve complex issues in partnership with Tier 3 support, with a focus on DME workflows and non-standard cases. • Serve as a resource for Level 1 team members, providing guidance and support on complex cases. • Review, process, and manage HSS and DME orders with a high degree of accuracy and efficiency. • Validate prescription submissions for DME items, ensuring compliance with all regulatory and internal requirements. • Guide customers through the full Home Sleep Test journey, providing clear, proactive support at every stage. • Address customer concerns, complaints, and inquiries across all channels, ensuring timely and effective resolution. • Maintain accurate and thorough documentation of customer interactions, orders, and medical records. • Ensure adherence to healthcare regulations, medical device standards, and internal processes. • Proactively identify at-risk customers, execute retention strategies, and drive positive customer outcomes. • Collaborate cross-functionally with internal teams and external partners to resolve issues and improve processes. • Build and maintain deep expertise in internal systems, partner platforms, and complex DME workflows.