Careers at ThermoFisher Scientific

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Job ID :
Location :
Australia - Sydney
Job Description

This is a great opportunity for an experienced Service Manager to formalize and build the technical support specialist team infrastructure and manage the Specialty Diagnostic (SD) Field Service engineers within the ANZ region.


  • Manage the strategic activities of technical specialists and SD engineers
  • Ensure effective resolution on resolving customer questions/issues related to technical support
  • Maintain and analyze department metrics & procedures to identify areas for process improvement/efficiency gains
  • Work with your team to develop and implement cross training to ensure the best skills and knowledge and efficiency on the job
  • Create process utilizing current business tools for developing technical knowledge base to capture, leverage, and share common issues for quick diagnosis of customer problems
  • Develop, in conjunction with service operations manager, a 24/7 call center support capability in support of customer contract requirements and/or critical response customer segments

  • Bachelor’s degree, preferably in an engineering discipline or technical field, or service business management
  • 5+ years of direct management experience in a customer environment and/or service management
  • Strong organizational, analytical, process and communication skills
  • Understanding of Customer Management tools and their benefits
  • Financial acumen, ability to understand the implications of decisions on revenue, costs and margins
  • Technically capable of understanding the product range
  • Ability to set and achieve aggressive goals
  • Ability to handle multiple projects simultaneously, set priorities and consistently meet deadlines
  • Strong bias for action

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