Sr Manager, Services

Work Schedule

Environmental Conditions

Job Description

The Sr. Regional Manager APJ, provides strategic & tactical leadership to expand all Chemical Analysis (CAD) instrumentation and equipment in the Thermo Fisher Scientific portfolio. The role ensures that service revenue, productivity & Customer Satisfaction (CAS) targets are achieved by delivering outstanding service.

They lead a team of Regional (Senior) Service Managers in APJ being responsible for Field Services, Depot Repair Services and Customer Services. Drive and implement the services strategy to ensure achievement of business plans. Work closely with the Commercial team, Technical Support, Operation Teams & Business Unit to deliver best in class service towards our customers. They provide direct insight into new opportunities for service business expansion & will focus to increase share of wallet with existing customers through the field service engineers.

They have responsibility to drive revenue growth as well as productivity improvements for CAD Services within the region. They will influence and contribute to new service product development & introduction through interaction with customers & colleagues from Service Marketing & Service Sales. Responsible for account retention, driving vertical & horizontal growth strategies.

They will have the chance to contribute to the division growth in a very strategic region.

Main Activities / Responsibilities

• Establish strategic & operational plans, budgets & programs consistent with the overall CAD Services strategy in order to achieve goals outlined in the annual operating plan (AOP), Human Resources Review (HRR) process & Strategic Plan (STRAP)
• Drive consistency & standard methodologies of service delivery processes across APJ sub-regions by applying performance metrics, tiered accountability / quarterly business reviews
• Travel to customers, channel partners & other company locations as required. Maintain direct relationships with senior management at key customers as a priority
• Improve account profitability (i.e. As Change Sponsor providing change leadership through Practical Process Improvement (PPI) Champion for the Area, lead PPI initiatives & leverage standard methodologies throughout the organization)
• Achieve a high level of customer satisfaction as owner of the Customer Allegiance Program for all Services in APJ & driving improvement projects
• Lead, educate, mentor & drive accountability through Managers, working closely with other services functions, commercial, operations and BU’s
• Direct & support new business opportunities, new service product development & establish standard methodologies for services.
• Direct effort to enhance market position & operational performance via CAS & other business metrics & operational performance processes. Closely monitor service metrics for continuous improvement
• Maintain high standards for recruiting & performance. Take immediate action to recover performance shortcomings. Act quickly on all personnel matters. Take ownership for regional Employee Involvement Survey results.
• Always ensure the highest professional relationship with our customer base to achieve customer loyalty. Raise issues, timely to solve critical tasks in the fastest way possible. Follow our ethical business conduct guidance
• Other miscellaneous duties as assigned

Requirements:

• Master degree or PhD in chemistry or electrical/mechanical engineering or equivalent experience in life sciences. Education in economics is a plus
• Significant validated experience in Services industry, with preference for analytical instrument or lab equipment experience or equivalent customer facing responsibilities in sales or other functions with high focus on Service
• Experience leading through managers
• Experience in leading large Service organisations across multiple countries with a pan Asian responsibility
• Experience in P&L responsibilities of a business of at least 30 million dollars, including other critical metric ownership (i.e. CAS)
• Experience with multi-site management in a sophisticated matrix organisation
• Multicultural management experience
• Demonstrated leadership and ground-breaking skills
• Demonstrated verbal, written, and presentation skills
• Computer proficiency, with specific skill in Microsoft Office suite
• Working knowledge of forecasting, budgeting, service cost drivers & basic accounting principles or related experience
• Project leader capabilities
• Experience & knowledge of change principles & methodologies
• Demonstration of successful conflict resolution, self & social awareness
• Fluent in English, any additional languages are a plus
• Continuous Quality Improvement skills desirable e.g. PPI/PPI-Kaizen (TQM/Six Sigma training is a plus)

Knowledge, Skills & Abilities

• Outstanding communication skills both oral & written (excellent listener, ability to build rapport with clients and colleagues, communicates persuasively & with integrity, effective negotiator, excellent presentation skills)
• Self starter, highly motivated leader with a strong bias for action/execution (consistent record of actions & results that demonstrate initiative)
• Demonstrated “hand-on” field leadership abilities with shown success in developing broad customer relationships, teams & direct reports
• Business Acumen skills (demonstrates broad business knowledge)
• Strong Ability to influence
• Analytical skills - interpretation of internal financial reports, problem solving etc.
• Enthusiastic/Positive attitude
• Willingness to travel mainly within APJ. International travel will be required for key planned meetings.
• Demonstrate Role Model Leader Characteristics