Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Various outside weather conditions
Job Description
Position Summary: This role focuses on leading a team of field service engineers, supporting customers, and growing the service business. Responsibilities include maintaining high service standards, delivering excellent customer service, and prioritizing for repairs, maintenance, and installations. The Region Service Manager is accountable for improving service delivery and meeting organizational goals.
Key Responsibilities:
People Leadership and FSE Development: 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.
Field Service Delivery: 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. Monitor 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.
Customer Relationship Management: 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.
Safety, Compliance, and Wellbeing: 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.
Qualifications & Experience
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)
Skills & Attributes
Strong customer communication and interpersonal skills
Intuition for service business
People leadership
Problem solving and Analytical
Benefits
Join our team and take advantage of these great benefits! Apply now to learn more about the full range of benefits we offer.
Health & Wellbeing: Join a company that prioritizes your health & wellbeing with comprehensive benefits, wellness programs, and an Employee Assistance Program providing confidential support for personal and work-related issues.
Flexibility: Balance your work and personal life with flexible arrangements.
Extra Leave: Benefit from generous leave policies, including the option to purchase additional leave, paid birthday leave, and company paid parental leave.
Charitable Giving & Volunteering: Make an impact with paid volunteer time to support non-profit organizations that matter to you.
Learning & Development: Advance your career with access to online courses via Thermo Fisher Scientific University Plus and LinkedIn learning, workshops, and mentorship programs for continuous learning and skill development.
Thermo Fisher Scientific Australia WGEA Employer of Choice for Gender Equality
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