Careers at ThermoFisher Scientific

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Job ID :
Location :
Australia - Adelaide
Job Description

The Regional Service Leader has overall responsibility for customer satisfaction and is accountable for the quality of deliverables for all Aftermarket support and financial performance of the same, including revenue growth and profitability of the parts, repairs and services business.

Key Responsibilities:

  • Champion the CARES / CAS program, driving continual improvement in customer satisfaction by increasing the quality, timeliness and consistency of all Aftermarket support.
  • Helping all employees to understand the Customer Allegiance Score (CAS) and the impact their actions have on the customers’ experience.
  • Directly monitor the performance of all aspects of the Aftermarket support and service including installation and commissioning, field technical support, on-site service, customer training, quotation and order fulfilment of spare parts and repairs both paid and under warranty.
  • Review and appropriately action all customer feedback either directly or through formal improvement.
  • Promote good working relationships with customers by ensuring that they fully understand the proper operation and maintenance of their equipment.
  • Manage the Aftermarket business to achieve all AOP targets including: bookings, revenue, expenses, gross profit, headcount and Capex.
  • Accurately forecast business performance and initiate preventive/corrective actions as needed to accomplish all goals.
  • Ensure that pricing and commercial terms and conditions for all Aftermarket orders are consistent and in compliance with established policies and discount procedures.
  • Develop and implement pricing strategies for Adelaide factory Aftermarket product offerings and match the same to commercial selling processes.
  • Review and approve warranty work per policy and procedure, regionally and globally, for all products originating from the Adelaide factory.
  • Provide input to the annual Strategic Planning process focused on improvements in customer satisfaction and growth of the Aftermarket business.
  • Ensure that all assigned Aftermarket staff receive quality training programs to increase technical knowledge and competency as well as skills to manage customer relationships.
  • Proactively promote high levels and consistency of communication across all regional Thermo Fisher teams and leverage cross-learning opportunities to maximize knowledge transfer and discover innovative ways to deliver more value to customers.
  • Actively use the PPI ad PPI-LE tools to identify, evaluate, develop and implement improvements as the process champion for the Aftermarket business.
  • Actively use the Root-Cause Counter-Measure 5-whys tool to evaluate gaps or misses in performance and establish sustainable corrective and prevention actions.
  • As a Role Model Leader, model behaviour consistent with our values, communicate openly, regularly and honestly with both customers and employees; empower staff to solve problems quickly and make improvements, with the goal to meet or exceed customers’ expectations.

Minimum Requirements/Qualifications:
  • Degree level qualification in a relevant scientific, engineering or other relevant discipline.
  • Degree in Business Administration (MBA) is desirable.
  • Minimum Diploma level qualification in Management and relevant Commercial experience.
  • Commercial and business acumen including revenue growth and profitability of an after- market or service business.
Skills & Attributes
  • Ability to develop high levels of credibility and forge solid and positive professional relationships with customers, subordinates, peers, and management.
  • Experience in managing an after-market or customer service business comprising of minimum, spare parts and field service for an industrial product.
  • Experience managing diverse teams across numerous geographic locations to effectively and productively attain a common goal of total customer satisfaction while generating revenue growth and profitability.
  • Experience in delivering customer excellence by leading customer focused teams, processes and facilitating improved performance.
  • Contract terms and conditions and Shipping Incoterms knowledge.
  • Proven ability to operate effectively in an environment of high complexity and change.
  • Strong problem solving, decision making, managing change and resolving conflict.
  • Computer literacy, including Microsoft Office and ERP systems.

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