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Job ID :
57539BR
Location :
China - Shanghai|Hong Kong - Shan Mei Street|Singapore - Marsiling
:
Job Description

Essential Duties and Responsibilities

  • To develop, manage, and control effective execution of service operations across the Asia Pacific region. This includes the responsibility for problem account management, service revenues, and customer satisfaction.
  • Ensure divisional customer satisfaction (CAS) objectives are met or exceeded
  • Provide leadership and guidance to country/regional service leaders, with focus on continuous improvement opportunities
  • In conjunction with regional/country service and product sales leadership, drive effective strategies to expand product and service sales
  • Design supply chain processes and policies with focus on improved parts availability
  • Develop and implement metrics for performance tracking across region
  • Define and implement service policies and procedures with regard to resource management, sales support and service operations.
  • Establish and manage effective skill-matrix for internal and external resources. Work with divisional resources to prioritize and schedule training as needed to close gaps.
  • Resolve customer hot account situations with timely and efficient use of resources including local sales support (i.e., managers and reps) and all available divisional resources, such as product/technical support, applications, marketing and engineering
  • Work with divisional service organization on effective implementation and execution of global policies and procedures
  • Establish and implement regional business plans on an annual basis
  • Prioritize and lead PPI projects as identified to improve business performance
  • Other miscellaneous duties as assigned

Key Responsibilities/Specific Scope:

  • Enhance after-sales support for Anatomical Pathology customers across Asia Pacific
  • Develop a world-class service organization in Asia Pacific, through introduction and implementation of effective SOP’s, business strategies, and talent management
  • Provide leadership and guidance to ensure regional projects are executed effectively and timely
  • Responsible for effectively supporting current and future install base in region
  • Responsible for regional service revenue, inventory, and CAS performance

Minimum Requirements/Qualifications:

  • Bachelor degree or equivalent experience.
  • 5+ years of related experience
  • 5+ years of people management experience
  • Fluent in English – business level
  • Experience and knowledge of services business solutions design and implementation
  • Strong collaborative track record, which includes working within a matrix environment along with the ability to find solutions to a common goal.
  • Experience leading complex service organizations that involve interaction with customers and internal groups, including IT, HR and Finance.
  • Excellent communication skills, both written and oral.
  • Reflector style – able to learn from mistakes and drive continuous improvement
  • Ability to develop high levels of credibility and forge solid and positive professional relationships with customers, peers, and upper management.
  • Self motivated; bias for action.
  • Effective negotiating and influencing skills
  • Demonstrate Thermo Fisher Scientific values – Integrity, Intensity, Innovation and Involvement



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