Job Description
About Company: Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $44 billion. Our Mission is to enable our customers to make the world healthier, cleaner, and safer. Whether our customers are accelerating life sciences research, solving analytical challenges, growing efficiency in their laboratories, improving patient health through diagnostics, or developing and manufacturing life-changing therapies, we are here to support them. Our distributed team delivers an outstanding combination of innovative technologies, purchasing convenience, and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon, and PPD. Our Innovative Laboratory technologies & Services makes it easier for customers.
Job Title: Sr Manager – India Service Operation
Band: 7
Location: Mumbai
Reports To: Head – India Service Operation
Role Description
This position is primarily responsible for leading & driving the service operations & customer service to support service teams thereby ensuring enhanced customer experience.
Responsibilities:
• Drive Quote to Delivery process through Service Operations
• Drive Contract service revenue in coordination with the Divisional Service leaders by timely renewal of service contract and warranty expiries.
• Prompt execution of Spare parts order
• Chip in to new Service Development processes by defining complete range of Field Service Processes and management ISM/ Service Portal
• Drive call center operations by dispatching calls efficiently for improved response time, working with Field Engineers and customers for early closure of calls and improve CAS.
• Ensure all Master databases in the system are handled on time & accurately supporting the ever-expanding customer installed base
• 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 resolving 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.
• Establish standard documentation/ SOPs of all processes as per Master Control documents to ensure teams have ready reckoners & guidance available always
• Work with India Service Leaders & prepare annual plans, define service operations strategy & drive operational plans
• Responsible for driving a high-performance culture within a team with dynamic strengths to bring about Service excellence.
Minimum Qualifications / Skills required:
• Graduate or Post Graduate with a minimum of 15 years’ industry experience to relevant field
• Must possess good analytical, economical evaluation and problem solving skills.
• Effective interpersonal, oral and written communication skills with validated capability to maa meaningful contribution to the business team while offering sound independent advice on commercial matters.
• Ability to lead multiple priorities with a consistent track record of service delivery.
• Ability to optimally influence and build alignment with individuals and within multidiscipline teams.
• Strive for “Customer Delight” with a focus on “Customer Centricity”
• Ability to work with various individuals to acquire sufficient information about the company’s service operations.
• Should be a great teammate, Solution Oriented approach and Attitude
• 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 handling any other quality management systems will be added advantage
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