Careers at ThermoFisher Scientific

This role requires a customer-centric approach on managing service and ensuring our internal service process are aligned with customer needs and expectations.

The role oversees the end-to-end customer experience within Service and manages prioritization across regional field teams, based on a proper balance between revenue recognition, customer satisfaction, and resource utilization.

Key Responsibilities:

• Lead and motivate a team of 8 and drive performance of Service Customer Service team by developing, training and coaching team.
• Drive performance of the team including active participation in PMD discussions
• Manage all aspects of talent management, including talent selection, hiring, talent development, PMD processes, PIP’s and terminations.
• Drive change to the field service operation, develop best practices and embed continuous improvement into the service customer service organization.
• Maintain KPI’s to support business growth. Monitor and report the individual and team performance against the agreed service levels.
• Develop and fine tune procedures around call management, engineer dispatching, records management and invoicing.
• Proactively work with other members of the Service Leadership Team with focus on improving cross-functional processes targeting productivity and customer satisfaction.
• Manage the field service management solutions platform (ASTEA)
• Plan, administer and control budgets for contracts, equipment and supplies
• Manage the overall system management of our internal field service management solutions platform.
• Manage the field service management solutions platform (ASTEA)
• Plan, administer and control budgets for contracts, equipment and supplies
• Manage the field service management solutions platform (ASTEA)
• Plan, administer and control budgets for contracts, equipment and supplies

• Qualification’s preferably in an engineering discipline or technical field, or service business management.
• Experience in an Operational Leadership role in a customer service and/or service management environment.
• Demonstrated track record of developing a high performance culture.
• Process improvement with root cause analysis and SOP development capabilities.
• EHS or QA experience an advantage.

• Customer focus – Builds strong customer relationships and delivers customer-centric solutions
• Drives Engagement – Creates a climate where people are motivated to do their best to help the organization achieve its objectives
• Action Orientated – Takes on a new opportunity and tough challenge with a sense of urgency, high energy and enthusiasm
• Situational Adaptability – Adapts approach and demands in real time to match the shifting demands of the business
• Directs Work – Ability to provide direction, delegates work effectively and removes obstacles to get work done. Provides clear direction and accountabilities.
• Communicates effectively – Develops and delivers multi-mode communication that convey a clear understanding of the unique needs of the different audiences
• Plans and Aligns – Plans and prioritizes work to meet commitments aligned with organizational goals