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Job Description

Job title: Director, Global Product Support and Service, Microbiology Division
Location: Vantaa, Finland (candidates from other locations could be considered, provided they can meet the travel requirements to Finland on a regular basis)

Position Summary:

This role is responsible for building the organization, processes and knowledge to deliver world class service and support for a new In-Vitro Diagnostics (IVD) platform to clinical microbiology customers worldwide. The successful candidate will have the business acumen to execute service excellence while managing cost to ensure rapid and profitable growth of the business. This global position includes responsibility for planning and establishment of a highly skilled factory-based service engineer team, technical support hotline team, and a field service engineer team in alignment with product launch geographies and timing. The position also includes responsibility for planning and execution of support and service training programs and spare parts management.

Essential tasks, responsibilities and authorizations

  • Establish, lead and develop global product service and support teams;
  • Develop and implement service and support processes that achieve high customer satisfaction and support rapid and profitable growth of a new IVD platform for a global clinical microbiology market;
  • Sustain continuous alignment with Sales, Marketing and business leadership around customer issues to ensure high levels of customer satisfaction;
  • Develop and implement service plans including pricing and spare parts management;
  • Ensure people, processes, IT systems and documents are ready in time for launch;
  • Maximize efficiency and scalability by developing effective partnerships with other service and support delivery organizations within the corporation and division;
  • Ensure customer complaints are reviewed in an orderly and compliant process, triggering CAPAs where needed, and driving them to successful rapid resolution;
  • Constantly monitor customer feedback and establish a culture of continuous improvement to achieve key business performance targets, such as Customer Allegiance Score;
  • Collaborate with product marketing and project management to ensure that all customer service and support requirements are defined in product functionality requirements for development;
  • Manage product service and support budget as per the annual operating plan, in each year of the project, including capital expenditure;
  • Participate in the annual operating plan process with an accountability to deliver the financial plan for product service and support;
  • Display the qualities required of a Thermo Fisher Scientific Role Model Leader at all times;

Job roles (referring to Training requirements)
  • Product support and service;
Supervisory Responsibilities
  • Line management responsibility of an organization of up to 50 staff based in several countries in Europe and North America;
  • Can be substituted by support and service leadership
Minimum Requirements/Qualifications for Education
  • B.Sc., M.Sc. or other applicable degree;
Minimum Requirements for Experience and Skills
  • Significant experience in IVD industry including service and support management, with a track record of high customer satisfaction
  • Previous product launch experience in a leadership role;
  • Proven ability to manage effectively in a matrix environment and display credibility in mentoring and forging solid, positive working relationships across business lines;
  • Excellent written and oral English communication skills at all levels of a large organization. Other languages (German, French) are advantage;
  • Proven ability to develop and manage budgets, strong business acumen and results oriented approach;
  • Extensive line management experience with recognized leadership and team building skills. Experience in managing global teams;
Travel Requirement
  • Position requires up to 30% of travel
If you are interested, please forward your CV to natalie.aggelidou@thermofisher.com

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