General Manager Service - LSI

Work Schedule

Environmental Conditions

Job Description

About Thermo Fisher Scientific

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $44 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team of more than 100,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD. For more information, please visit www.thermofisher.com.

Position Summary:

Responsible for leading all functions and employees in the service team. The team is assigned to proactively support both inter-group and external customer demands in India, in a timely manner, consistent with the focus on responsiveness, service contract growth, service revenue growth, warranty cost control and customer satisfaction. The position will carry the total responsibility for Service in the Indian markets. This position is a key role within the business, and is a crucial part of the LSI Leadership team.

Roles & Responsibilities

• Develop, Plan and implement the Service Strategy for all equipment to be offered to the LE instrument install base to meet AOP targets. This includes pipettes, etc in the LCD range.
• Develop and implement a plan to enhance spare parts/consumable sales to the LE install base and it’s management thereof.
• Build strategy on customer call monitoring and service engineer availability for customers
• Actively participate in the development of the worldwide service support and service marketing strategies within LE Division
• Interact within LE service teams globally, to ensure service and warranty issues are resolved and that any site issues are promptly acted upon
• Establish, maintain and provide departmental metrics to ensure continuous improvement in customer relation activities
• Handle the measurement and reporting of external customer satisfaction - CAS
• Collaborate with external service teams to ensure all spares, service and warranty issues are actively handled in an appropriate and professional manner
• Directly responsible for all employees in the service team with the intent to build and maintain a successful team of service professionals.
• Take a hands-on approach, and become involved in the day-to-day processing of customer queries, including spare part ordering through to shipping.
• Drive Service parameters which include improvement of customer satisfaction such as reducing MTTF, improving CAS, etc
• Handle & Build Authorized service Providers - Channel partners to handle LE product range and balance between channel partners and direct delivery team for faster turn around time for customers

Skills required, but not restricted to -

-Strong business knowledge and problem solving experience, in field service. Understanding of drivers of services profitability.

-Must demonstrate a complete understanding of quantitative/qualitative analysis.

-Demonstrated ability to work within and to create effective matrix organizations

-Strong leadership skills with the ability to influence, must have a high level of personal credibility as a spokesperson for forecasting and customer advocate.

- Experience in handling Channel Partners will be an added advantage

-Experience in leading large team (preferably 30+) and diverse product range.

-Excellent English communication skills, both written and oral.

-Strong customer focus

Minimum Requirements/Qualifications:

• Min 15-17 years of Technical service experience with at least 3 years experience in leading a service team.
• Ability to build and maintain service processes and procedures, designed to increase customer satisfaction
• Ability to generate and maintain information to provide feedback on performance

Benefits

We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation!

ThermoFisher is committed to crafting a diverse work environment that values and respects individuals from all backgrounds. 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.