Sr Operations and Development Manager, Field Services, ANZ

Thermo Fisher Scientific

  • Scoresby, VIC
  • Permanent
  • Full-time
  • 30 days ago
Job Description

When you're part of the team at Thermo Fisher Scientific, you'll do important work. Surrounded by collaborative colleagues, you'll have the support and opportunities that only a global leader can give you. Our respected, growing organisation has an exceptional strategy for the near term and beyond. Take your place on our strong team, and help us make significant contributions to the world.

About Thermo Fisher Scientific, ANZ
Our growing team of 1200+ employees work together to deliver world-class science products and solutions to a wide range of key markets. With commercial, manufacturing and distribution sites scattered across Australia and New Zealand, including Melbourne, Brisbane, Sydney, Auckland, Christchurch, Adelaide, Newcastle, and Perth, our scope covers life sciences; specialty diagnostics; food, dairy & beverage; environmental & industrial; healthcare and analytical instruments including commercial, customer service, technical service, supply chain, finance and operations.

Sr Operations and Development Manager, Technical Services, ANZ

Reports to: Director, Technical Services, ANZ

No. of (Direct) Reports: 18

Position Location: Melbourne

How you'll make an impact:

You will build and optimize internal and external customer service and commercial value proposition for Technical Service in ANZ

What will you do?
  • Develop and lead implementation of a customer centric service delivery model that delivers on overall strategy and commercial expectations
  • Position Thermo Fisher Service offering as a key competitive advantage through development of value proposition and execution of revenue strategy in partnership with ANZ Sales workforce and Marketing
  • Develop and implement customer service policies, standard processes and systems for whole of ANZ
  • Develop, manage, track and automate broad range of business analytics and metrics for ANZ Service function to drive business decisions
  • Drive digital transformation and optimization of Service function
  • Build, develop and lead a highly effective and engaged team
  • Optimize spare parts inventory management and tracking, working with supply chain and service managers to ensure effective management
  • Lead ongoing process improvement projects and overall culture, responsible for initiating and executing on actions plans to countermeasure underperformance
How will you get here?

  • BS degree (or equivalent) in Business, Finance or related field or MBA (preferred)
  • Extensive experience in leading customer service departments in either FMCG or Capital Goods industries, with a proven track record in leading an end to end customer service platform
  • Demonstrated track record in shifting business performance from a low to a high sustainable performance, in tough circumstances
  • Demonstrated track record in designing and implementing new service delivery model which leads to improved productivity and increased value proposition for customers, including through digital channels
  • Ability to build and implement standard processes, systems and dashboards which drive efficiencies and automation and provide insights to drive business decisions, with an eye on continuous improvement
  • Experience in leading teams, with a track records of attracting and developing talent, developing bench strengths and managing a diverse and dispersed workforce
  • Demonstrated commercial experience, including a track record in driving customer allegiance
  • Experience working within an environment focused on high performance expectations and tight lean budget structure
  • Experience in working in a global and matrix organisation with a decentralized model (preferred)
  • Leading change on business and people front
What's in it for you?
  • Performance based rewards structure
  • Development opportunities being part of a leading global organisation
  • Access to Thermo Fisher's global university
Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with revenues of more than $25 billion and approximately 75,000 employees globally. Our mission is to enable our customers to make the world healthier, cleaner and safer. We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics, deliver medicines to market and increase laboratory productivity. Through our premier brands - Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific and Unity Lab Services - we offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive services.

Job Category

Field Services

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.

Thermo Fisher Scientific

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