Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office, Various outside weather conditions

Job Description

Thermo Fisher Scientific Inc. is seeking a highly motivated and driven individual to join our team as the Manager, Field Service for Specialty Diagnostics Group This is a unique opportunity to lead a world-class customer service team in Indianapolis, consistently providing outstanding service and striving for excellence.

Responsibilities:

• Manage a team of Field Service Engineers, providing leadership, guidance, and support to ensure effective performance and achievement of service goals, like 'Response Time', 'Down Time', Service Revenue, and 'Customer Allegiance Score (CAS)'.
• Foster a customer-centric culture within the team, driving "Customer Delight" and maintaining a strong focus on customer satisfaction and loyalty.
• Collaborate with various individuals across different business units and divisions to ensure seamless coordination and collaboration in delivering service excellence.
• Apply strong technical and analytical skills to diagnose and resolve complex technical issues, ensuring efficient and timely service delivery.
• Develop and implement strategies to optimize service support processes, ensuring maximum efficiency and effectiveness.
• Build strong connections with important individuals, such as customers, to comprehend their requirements, handle issues, and deliver outstanding service experiences.
• Stay updated with industry trends and advancements, continuously expanding knowledge and expertise in the field.
• Promote a collaborative and team-oriented work environment, encouraging open communication, knowledge sharing, and partnership.
• Work closely with supply chain teams to improve planning and spare parts availability in India, reducing downtime.
• Oversee Service Channel Partners for technical training, addressing factory issues, and maintaining spare parts inventory.
• Regularly meet with the direct team and channel partner service teams to evaluate the quality of service provided and review performance indicators for service.
• Drive continuous training for team members and process improvement through Practical Process Improvement (PPI) business system.

• Bachelor's or Master's degree in Electronics/Instrumentation Engineering/Biomedical Engineering or equivalent experience.
• Minimum of 12 years industry experience, with a proven track record in managing a team of Field Service Engineers.
• Proficiency in technical concepts with exceptional problem-solving skills.
• Exceptional interpersonal, oral, and written communication skills.
• Demonstrated passion for delivering exceptional customer service and driving "Customer Delight."
• Ability to effectively collaborate and work with individuals from various business units and divisions.
• Excellent collaborator with the ability to motivate and guide a team effectively.
• Thorough knowledge of the industry and service support optimization.