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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




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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