Careers at ThermoFisher Scientific


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Job ID :
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

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
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