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