Work Schedule Standard (Mon-Fri) Environmental Conditions Office Job Description Position Summary: The role is a people leadership role with a focus on service business development and growing the service business whilst leading a team of field service engineers, 3rd party contractors, channel partners and supporting customers. This includes ensuring the smooth and efficient operation of the field service team, maintaining high service standards, and delivering excellent customer service. The role is responsible for customer communication, allocating resources for managing breakdown repairs, planned preventative maintenance and installations in collaboration with service operations center. The Region Service Manager is accountable for developing and growing service business across LED and TPP services in the region and monitoring service delivery performance KPIs, reviewing field service data, and making decisions to enhance service delivery and meet organizational goals. Key Responsibilities: People Leadership and FSE development: Lead, motivate,recruit,develop, and coachField Service Engineers (FSE)within theregion.Build capability and technicalexpertisewithinfieldteamincluding channel partnerthroughtechnical training and individual FSEdevelopment planin collaboration withfactory and Technical Leads.Drive customer centric culture with focus on developingFSEsto becomeahigh-performanceteam. Business development and service sales: Identifyopportunities, create and mobilize business development plan to grow LED and TPP service business in the region.Create and lead service sales initiatives to drive service revenue for the region andoverallANZ as set in the Annual Operating Plan in collaboration with seniorservice manager and servicesalesmanager. Lead and coordinate customer communication with key accounts within the region. Collaborate with servicesalesmanager and service operations manager to drive service revenue including service contracts, Time & Material and spare parts. Field service delivery: Drive end to end field service delivery to include customer communication,customerescalations management, resource allocation (FSE, parts, tools) formanaging breakdown repairs, planned preventative maintenance and installations.MonitorPM, breakdown repairs and installation jobs, to ensure jobsare completed and reported in service systemin a timely manner. Ensure service quality andcustomer satisfactionare met. Address anyfieldservice-related issues orcustomercomplaints promptly.Lead toolbox meetings, streamlinefieldservice workflow as part of continuous process improvement. C ustomer relationship management : Building andmaintainingstrong relationships with customers, includingkeyaccount management. Interact with customers to understand their needs,proactively manage escalations,address concerns, and ensure a positive customer experience. Safety , Compliance, and wellbeing: Ensureall FSE'sand 3rdparty contractors, channel partnerscomplywithall relevant regulations, safety standards, and industry best practices. Develop and enforce policies and procedurestomaintaina safe working environment. Minimum Requirements/Qualifications: Qualifications & Experience 4 years of Technical Service management and/orservicebusinessmanagement experience. People leadership and team managementexperience, withtrack recordin building,developingand coaching a high performingFSEteam to deliverexcellent service to customers. Demonstrated experiencein drivingservicebusiness growth and revenue targets. Experience leading change, from a process and people perspective. Demonstrated experience inoperatingsuccessfully within an environment focused on high performance andhigh levelsof intensity. Business insight of industry sector, the regional market, its keytrends,and potential challenges (preferred) Experience in working in a global and matrix organisation with a decentralised model (preferred) Skills & Attributes Strong customer communication skills Service businessacumen Highly motivated and resourceful individual who is driven by results. Ability to work autonomously and to position creative solutions; a team player. Resilience in long lead time sales, history of outstanding customer follow up is critical. A solution-focused individual able to prioritize time and effort to deliver beyond customerexpectations. Ability to collaboratewith cross-functional team Problem solving and analyticalskills Other Important Information Ability to travel locally withinregionandAustralia & New Zealand. Other Job Requirements: Adhere toWHS policiesand procedures and ensure a safe and healthy workplace environment Adhere to the Chain of Responsibility obligations under the Australian Heavy Vehicle National Law Australian driving licence and ability to travel within area and interstate asrequired. Your position may require you toparticipatein reasonable after hours work to ensure the smooth running of the business. Benefits Join our team and take advantage of these great benefits! Apply now to learn more about the full range of benefits we offer. Health & Wellbeing: Join a company that prioritizes your health & wellbeing with comprehensive benefits, wellness programs, and an Employee Assistance Program providing confidential support for personal and work-related issues. Flexibility: Balance your work and personal life with flexible arrangements. Extra Leave: Benefit from generous leave policies, including the option to purchase additional leave, paid birthday leave, and company paid parental leave. Charitable Giving & Volunteering: Make an impact with paid volunteer time to support non-profit organizations that matter to you. Learning & Development: Advance your career with access to online courses via Thermo Fisher Scientific University Plus and LinkedIn learning, workshops, and mentorship programs for continuous learning and skill development. Thermo Fisher Scientific Australia WGEA Employer of Choice for Gender Equality Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch (https://jobs.thermofisher.com/global/en/5-reasons-to-work-at-thermo-fisher-scientific) as our colleagues explain 5 reasons to work with us. As one team of 125,000 colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. StartYourStory at Thermo Fisher Scientific (https://corporate.thermofisher.com/us/en/index.html) , where diverse experiences, backgrounds and perspectives are valued. Apply today! http://jobs.thermofisher.com 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. 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.
