Job Description

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

The role is a peopleleadershiprole with a focusonservice business development andgrowing the service business whilstleadinga team of field service engineers,3rdparty contractors, channel partners andsupportingcustomers This includes ensuring the smooth and efficient operation of the field service team,maintaininghigh service standards, and delivering excellent customer serviceTheroleis responsible forcustomer communication,allocatingresources for managing breakdown repairs, planned preventative maintenance and installationsin collaboration with service operationscenter

The Region ServiceManagerisaccountable fordeveloping andgrowing service businessacross LED and TPP servicesin the regionandmonitoring servicedeliveryperformanceKPIs, reviewing field service data, and making decisions to enhance service delivery and meet organizational goals.

Key Responsibilities:

• PeopleLeadership andFSEdevelopment:Lead, motivate,recruit,develop, and coachField Service Engineers (FSE)within theregionBuild capability and technicalexpertisewithinfieldteamincluding channel partnerthroughtechnical training and individual FSEdevelopment planin collaboration withfactory and Technical LeadsDrive customer centric culture with focus on developingFSEsto become a high-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.

• Customer relationship managementBuilding 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 partners complywithall relevant regulations, safety standards, and industry best practices. Develop and enforce policies and procedures tomaintaina 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

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