Sr. Manager

4 weeks ago

mumbai, India Thermo Fisher Scientific Full time
:

• Drive Quote to Delivery process through Service Operations

• Drive Contract service revenue in coordination with the Divisional Service leaders by timely renewal of service contract and warranty expiries.

• Prompt execution of Spare parts order

• Chip in to new Service Development processes by defining complete range of Field Service Processes and management ISM/ Service Portal

• Drive call center operations by dispatching calls efficiently for improved response time, working with Field Engineers and customers for early closure of calls and improve CAS.

• Ensure all Master databases in the system are handled on time & accurately supporting the ever-expanding customer installed base

• Work closely with the tech support, field service & supply chain teams to improve planning, spare parts availability in India, reduce the down time and improve revenue cycle for service.

• Work with the service leaders and finance team on resolving and maintaining service pricing.

• Maintain and publish key service metrics and drive improvements in coordination with Field service teams.

• Drive continuous process improvement in processes and systems through PPI.

• Establish standard documentation/ SOPs of all processes as per Master Control documents to ensure teams have ready reckoners & guidance available always

• Work with India Service Leaders & prepare annual plans, define service operations strategy & drive operational plans

• Responsible for driving a high-performance culture within a team with dynamic strengths to bring about Service excellence.

Minimum Qualifications / Skills required:

• Graduate or Post Graduate with a minimum of 15 years’ industry experience to relevant field

• Must possess good analytical, economical evaluation and problem solving skills.

• Effective interpersonal, oral and written communication skills with validated capability to maa meaningful contribution to the business team while offering sound independent advice on commercial matters.

• Ability to lead multiple priorities with a consistent track record of service delivery.

• Ability to optimally influence and build alignment with individuals and within multidiscipline teams.

• Strive for “Customer Delight” with a focus on “Customer Centricity”

• Ability to work with various individuals to acquire sufficient information about the company’s service operations.

• Should be a great teammate, Solution Oriented approach and Attitude

• Thorough knowledge of the industry and must also have knowledge of service support optimization.

• The role would require travel to regional offices, customers, and production sites.

• Six Sigma and or handling any other quality management systems will be added advantage

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