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Job ID :
55869BR
Location :
India - Mumbai
:
Job Description

Position Summary:

This position is primarily responsible for unifying and driving the service operations to support field service teams and customers.

Key Responsibilities:

  • Drive service revenue in coordination with the Divisional Service leaders by timely renewal of service contract and warranty expiries.
  • Drive call centre operations by dispatching calls efficiently for improved response time, working with field service teams and customers for early closure of calls and improve CAS.
  • Work closely with the tech support, field service & supply chain teams to improve planning, spare parts availability in India, reduce the down time and improve revenue cycle for service.
  • Work with the service leaders and finance team on determining and maintaining service pricing.
  • Maintain and publish key service metrics and drive improvements in coordination with Field service teams.
  • Drive continuous process improvement in processes and systems through PPI.

Thermo Fisher Scientific is an Equal Employment Opportunity and Affirmative Action Employer

Minimum Requirements/Qualifications:

  • Post Graduate with a minimum of 15 years industry experience
  • Must possess good analytical, economic evaluation and problem solving skills.
  • Effective interpersonal, oral and written communication skills with proven capability to make a significant contribution to the business team while offering sound independent advice on commercial matters.
  • Ability to manage multiple priorities with a strong track record of delivery.
  • Ability to effectively influence and build alignment with individuals and within multidiscipline teams.
  • Drive “Customer Delight” with a focus on “Customer Centricity”
  • Ability to work with various individuals in order to acquire sufficient information about the company’s service operations.
  • Should be a team player.
  • Thorough knowledge of the industry and must also have knowledge of service support optimization.
  • The role would require travel to regional offices, customers and production sites.
  • Six Sigma and or managing any other quality management systems will be added advantage

Key Performance Indicators:

  • Field Service CAS
  • Response time
  • Service revenue
  • Contract conversion


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