Sr Manager, Field Service

Work Schedule

Environmental Conditions

Job Description

In the position of Sr. Manager Field Service for Japan at Thermo Fisher Scientific Inc. you will oversee a team of experts to guarantee the effective delivery of field service operations. This role is essential to furthering our dedication to exceptional customer service and support helping clients to reach their goals.

What will you do

• Lead the field services team based in Japan managing the complete employee lifecycle including new hire selection training and performance evaluation.
• Ensure the full delivery of contractual obligations meeting regional Key Performance Indicators.
• Develop and implement regional strategies that align with higher-level initiatives and goals.
• Function as a connector between customers and Thermo Fisher Scientific improving processes pinpointing challenges proposing solutions and endorsing standard approaches.
• Build and track performance indicators report on business metrics and identify new opportunities.
• Support ongoing improvement initiatives to improve operations and deliver outstanding customer service.
• Evaluate employee training needs arrange necessary development programs and mentor field-based personnel.
• Analyze and reconcile customer and company reports to meet team member requirements.
• Listen to customer concerns diffuse dissatisfaction and promptly identify solutions.
• Represent Thermo Fisher Scientific at customer locations ensuring a positive and professional image.
• Complete additional tasks as assigned by management.

Education

• BS/BA degree in Science Engineering Business Operations or a related field. Masters degree or equivalent experience is advantageous.

Experience

• Multimillion-dollar P&L experience preferred.
• 5 to 8 years in a managerial position leading field service teams required.
• Strong customer service skills and attention to detail.
• Proficiency in computer software (i.e. Outlook Excel Word PowerPoint).

Knowledge Skills Abilities

• Proficiency in English both written and verbal.
• Excellent financial analysis commercial discussion and project management skills.
• Proven ability to handle work pressure and make decisions with minimal supervision.
• Strong leadership and team-building skills with experience in leading change.
• Analytical and critical thinking abilities to make timely decisions in a fast-paced environment.
• Understanding of service management and customer satisfaction.
• Diligent problem solver who fosters team spirit.
• Basic understanding of employment/labor law regulations.
• Shows a steadfast dedication to preserving confidentiality for clients and Thermo Fisher Scientific.

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