Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

We're a transformative leader powered by an important Mission: To enable our customers to make the world healthier, cleaner and safer. Through our dedication, our global organization drives transformation in the scientific industry across the globe. Our work has meaningful impact inside the company and out. Our scale and depth of capabilities enables customers across a range of vertical segments. We offer products and solutions that enable customers to push the boundaries of innovation.

This role will support the Instruments & Enterprise Services Division's service sales organization scale as a successful and impactful service organization that provides exemplary services and support to customers to improve the Thermo Fisher brand.

• Custodian for achievement of all Service commercial targets as defined for revenue, profit, service bookings and Commercial excellence for all products, along with a high level of customer satisfaction and loyalty.
• Contributes to the division to Policies, Processes and general Service Guidelines in line with Service Strategy for APJ.
• Work together with the Service-Sales Managers & Sales Managers in the 5 sub regions of Australia New Zealand (ANZ), India, Japan Korea and Southeast Asia and Taiwan (SEATW) to achieve the harmonization of Business practices required to build a growth oriented business environment

• Establish overall services- commercial strategies in the region; support the countries in planning budgets and programs consistent with the overall strategy in order to achieve goals outlined in the annual operating plan (AOP) and Strategic Plan (STRAP). Services plans and objectives are focused on:

• Improving account profitability (i.e. responsible for productivity improvements through Practical Process Improvement {PPI} initiatives, bringing to bear best practices throughout the organization)
• Meet profitability target for Service business across APJ by optimizing costs and demonstrating PPI business tools
• Define marketing strategies and gaps in current service delivery with focus on improving customer experience
• Improving account retention
• Increasing account growth for all service delivery
• Defining strategy to achieve and exceed critical metrics on Customer Allegiance Score as owner of the Customer Allegiance Program for all Services and driving improvement projects
• Development/support of the Services Strategic Plan (STRAP)
• Navigate the matrix across country and region with dexterity and cultural agility; support with the identification and development of strong talent to establish a stellar service organization.
• Provides leadership and/or sponsorship of key initiatives such as PPI (productivity improvements, improving service excellence, strategic sourcing, vendor management, cross-division initiatives, etc.)
• Key member of the Service Leadership Team to help the APJ Service leadership team achieve their goals and objectives

• Define and implement efficient, effective and customer oriented processes for order entry, order fulfillment and invoicing.
• Collaborate with the 5 sub regions to assess existing processes and bring best practice to standard practice with the goal of improving overall service delivery and Customer Allegiance Score and Order Fulfillment metrics across APJ.
• Own key projects like parts availability, service delivery quality, reducing response time to customer service requests etc.
• Provide direction and strategy through the matrix to country Service Sales leaders for proper execution of agreed processes so that local goals can be achieved.
• With input from country teams, gather monthly commercial performance metrics as basis for analysis and continuous improvement. Use these metrics for improvement follow-up.
• Align processes and execution of processes in order to meet and/or exceed CAS targets.

• Support countries with the selection of high potential talent into the service sales organization using professional network and internal talent assessments
• Develops and submits forecast in accordance with plans for APJ; collaborates with sub-regions to roll up regional forecast.

• Supports with internal talent development to develop a high performing team.
• Leverage key digital tools and data sciences solutions to improve service sales market potential insights and use that knowledge to drive service commercial growth.
• To work in coordination with Service Commercial Operations team to successfully implement and apply SFDC processes & build commercial dashboards for driving commercial success.

• Bachelors degree in engineering field
• 10+ years of relevant experience
• Excellent people selection, assessment and coaching skills
• Ability to operate through a matrix organization
• Experience in strategy planning and implementing innovative service sales strategies
• Experienced at setting goals and supervising performance to goals
• Experience in driving customer allegiance and growing existing customer base
• Experience in one or more of the market segments served by the Services Organization

• Outstanding interpersonal skills both oral and written (excellent listener, ability to establish rapport with clients and colleagues, communicates persuasively and with integrity, effective negotiator, excellent presentation skills) in English; ability to speak another local language is an advantage
• Self-starter, highly motivated leader with a strong bias for action/execution; a consistent track record of actions and results that demonstrate initiative
• Demonstrated leadership abilities with shown success in developing teams and developing talent

• Minimal direct supervision required
• Cultural sensitivity and awareness