Regional Service Head

Regional Service Head

14 Feb
|
Thermo Fisher Scientific
|
Kolkata

14 Feb

Thermo Fisher Scientific

Kolkata

Job Description



Field Service



Establish strategic and operational plans, budgets and programs consistent with the overall Services strategy in order to achieve goals outlined in the annual operating plan (AOP). Services plans and objectives are focused on:



Improving account profitability (i.e. responsible for productivity improvements through Practical Process Improvement {PPI} initiatives, leveraging best practices throughout the organization)

Service expense cost control to budget

Improving account retention

Increasing account growth for all service delivery

Achieving a high level of customer satisfaction (owner of the Customer Allegiance Program for all Services and driving improvement projects)







Customer complaint and Hot Account management



Development/support of the Services Strategy.

People management; hires and develops staff, to ensure team members are successful and that high quality personnel are maintained within the organization

Provides leadership and/or sponsorship of key initiatives such as PPI (productivity improvements, improving service excellence, cross-division initiatives, etc.)

Participates as an active member in the Service Leadership Team to help the SLT achieve their goals and objectives

Establishes and closely monitors service metrics - KPI for continuous improvement



Response time management

Installation time

Contract Entitlements

Field inventory control, aging and accuracy





Traning & Technical Support



Ensures the Service organization delivers high quality training with a strong customer focus.

Works closely with Sales to ensure training is included in all instrument sales and is actively promoted to customers.

Ensures the Technical Support Team deals with customer enquiries in an efficient and professional manner that results in strong customer allegiance.

Works in parallel with the Field Service Leaders to ensure alignment in the services provided, timely response for the customers and operational efficiency.

Stays in contact with the other regional counterparts in order to make sure, that the division Strategy is aligned with the regional strategy in relation with customer training and technical support.





Customer Services



Define and implement efficient, effective and customer focused processes for order entry, order fulfillment and invoicing. Own the effective, efficient and customer focused execution of customer services processes in designated division.

Lead and steer a team of local managers for proper execution of agreed processes so that local and India goals can be met.

Define and execute Division Customer Services goal tree; in order to support Divisional and corporate goal tree.

With input from local teams, gather monthly performance metrics as basis for analysis and continuous improvement. Use these metrics for improvement follow-up.

Be the owner of CAS results for Order Fulfillment in the specified region. Align with processes and execution of processes in order to meet and/or exceed CAS targets.





Decision Making Authority



Approves expenses within approved authority limits.

Makes hiring decisions

Determines performance levels, provides performance reviews, recommends salary adjustments.

Negotiates on behalf of Thermo Fisher regarding service (with clients and vendors) as required

Determines Corrective action paths for customer escalation events and drives to resolution





Specific Scope Data



Responsible for all Services functions for Direct Service, Customer Service, Technical Support & Training

Responsible for the implementation of all Services programs

Responsible for meeting Revenue Goals of the Services

Develop and operate within defined budgets

Attend Trade shows and conferences to promote Services.