Region Service Manager - NSW at Thermo Fisher Scientific

Sydney, New South Wales, Australia

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Life Sciences, Scientific InstrumentsIndustries

Requirements

4+ years of Technical Service management and/or service business management experience
People leadership and team management experience, with track record in building, developing and coaching a successful FSE team to deliver excellent service to customers
Demonstrated experience in driving service business growth and revenue targets
Experience leading change, from a process and people perspective
Demonstrated experience in operating successfully within an environment focused on commitment and high levels of intensity
Business insight of industry sector, the regional market, its key trends, and potential challenges (preferred)
Experience in working in a global and matrix organisation with a decentralised model (preferred)
Strong customer communication and interpersonal skills
Intuition for service business
People leadership
Problem solving and Analytical

Responsibilities

Lead, motivate, recruit, develop, and guide Field Service Engineers (FSE) within their region
Build capability and technical expertise within the field team through technical training and individual FSE development plans in collaboration with the Technical Operations Manager
Drive a customer-centric culture with a focus on developing FSEs to become a high-performance team
Facilitate end-to-end field service operations, including customer communication, management of critical issues, and prioritization of resources (field service engineers, parts, tools) for breakdown repairs, planned preventative maintenance, and installations
Supervise and ensure accurate completion and reporting of PM, breakdown repairs, and installation jobs in the service system
Maintain service quality and prioritize customer happiness
Address any concerns or customer complaints promptly
Facilitate toolbox meetings and streamline field service workflow to drive continuous process improvement
Champion positive relationships with customers, including key account management
Engage with customers to comprehend their needs, proactively handle user problems, address concerns, and ensure a satisfying customer experience
Support and drive service sales revenue for the region in collaboration with the Senior Service Manager and Service sales Manager
Ensure all FSEs align with all relevant regulations, safety standards, and industry guidelines
Develop and implement policies and procedures to stay in sync with a safe working environment

Skills

Key technologies and capabilities for this role

Team LeadershipField Service ManagementCustomer Relationship ManagementTechnical TrainingRecruitmentService SalesProcess ImprovementPreventative MaintenanceInstallation ManagementCustomer Service

Questions & Answers

Common questions about this position

What is the salary for the Region Service Manager position?

This information is not specified in the job description.

Is this a remote position or does it require office work?

The role involves office environmental conditions and leading field service engineers in the NSW region, suggesting it is not fully remote.

What experience and skills are required for this role?

Candidates need 4+ years of Technical Service management or service business management experience, people leadership with a track record in building and coaching FSE teams, demonstrated experience driving service business growth and revenue targets, and experience leading change.

What is the company culture like for this position?

The culture emphasizes a customer-centric focus, high-performance team development, commitment, and high levels of intensity.

What makes a strong candidate for the Region Service Manager role?

Strong candidates have proven people leadership in building high-performing FSE teams, experience driving service revenue growth, and skills in leading change while maintaining customer satisfaction.

Thermo Fisher Scientific

Provides life sciences products and services

About Thermo Fisher Scientific

Thermo Fisher Scientific offers a variety of products and services that support scientific research and healthcare, including laboratory equipment, reagents, and software solutions. Their products are used in applications like protein biology, real-time PCR, and sequencing, serving clients such as academic institutions and pharmaceutical companies. Unlike competitors, Thermo Fisher emphasizes customer support and education, helping clients optimize their experiments. The company's goal is to be a leading provider of life sciences solutions that contribute to a healthier and safer world.

Waltham, MassachusettsHeadquarters

1956Year Founded

$17MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

10,001+Employees

Risks

Increased competition in single-use bioprocessing may impact market share.

Sale of anatomical pathology business could create a temporary product gap.

Investment in miDiagnostics may face regulatory challenges affecting returns.

Differentiation

Thermo Fisher offers a comprehensive range of life sciences products and services.

Their well-known brands include Thermo Scientific, Applied Biosystems, and Invitrogen.

They provide strong customer support and educational resources to optimize client workflows.

Upsides

Expansion of biologics production facility enhances capacity for precision biologics monitoring.

Investment in miDiagnostics aligns with demand for rapid diagnostic solutions in BioPharma.

Collaboration with Mainz Biomed positions them in the growing cancer detection market.

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