Manager, Operational Excellence, Service

1 week ago

Scoresby, Victoria, Australia Thermo Fisher Scientific Full time

Position Summary:


Are you ready to build outstanding service experiences for our customers to drive their ongoing business with Thermo Fisher Scientific? Do you want to inspire change? Then this is your opportunity to evolve the people, processes and systems in delivering service excellence.


You will champion success through developing a productive and motivating work environment, working closely with your team to implement outstanding service to our customers whilst keeping pace with customers' demands and achieving all agreed metrics.

You will work closely with Sr Manager, Operations & Development and Service Leaders to ensure the all customer service level agreements are achieved.

The environment is multifaceted, fast paced and encouraging, with a focus on continuous improvement, teamwork and success.

Key Responsibilities:

  • Support the development and delivery of service operations strategy that with the intention of delivering outstanding customer experience and operational excellence aligned with the Service & Support strategy
  • Develop, mentor and coach the Operations Team Leaders to deliver a successful team, driving a continuous improvement culture
  • Keep yourself and team accountable to achieving both individual and team Key Performance metrics. Identify and rectify any noncompliance with coaching and support
  • Hold yourself and the team accountable and aligned with usage of the various CRM systems, and leader standard work instructions, whilst encouraging identification of opportunities that are beneficial for customer including;
  • Call management, engineer dispatching, records management and invoicing
  • Ensure spare parts are order to support timely completion of service jobs
  • Develop, implement and run training plans to enable cross and upskilling of Operations team to deliver on operational excellence
  • Handle the field service management solutions enterprise platform (Alliance), and associated integrations systems, to ensure performance to requirements and lead any system improvements
  • Lead key PPI projects around operational productivity gains, including but, not limited to systems upgrades, improvements and alignment with global processes
  • Drive improvement in the customer experience through trend analysis, reporting and recommendations from Customer Allegiance Scores
  • Identify, develop and maintain service codes in ERP to support selfservice of service quotations by sales team
  • Be responsible for the monthly financial revenue recognition process

Frequent Contacts:

  • Internal
  • Sr Manager, Operations & Development
  • Service Leaders
  • Customer Care representatives & Warehouse team members
  • PPI Leader
  • External
  • Customers
  • Vendors

Minimum Requirements/Qualifications:

  • Bachelor's Degree in a science field, business management, supply chain or related field preferred
  • Experience in an Operational Leadership role in a customer service and/or service management environment
  • Experience in a highly sophisticated, matrix organization
  • Strong interpersonal and communication skills, able to influence effectively at all levels of the organization
  • Strong project management skills with the ability to a develop strong support for change
  • Strong Analytical, data management and time management skills
  • Demonstrated track record of developing successful teams

Skills & Attributes

  • Customer
  • Builds strong customer relationships and delivers customercentric solutions


 Drives Engagement
  • Creates a climate where people are motivated to do their best to help the organization achieve its objectives


 Communicates effectively
  • Develops and delivers multimode communication that convey a clear understanding of the unique needs of the different audiences


 Plans and Aligns
  • Plans and prioritizes work to meet commitments aligned with interpersonal goals


 Action Orientated
  • Takes on a new opportunity and tough challenge with a intensity, energy and passion


 Resilient
  • Able to handle and adapt to challenges and rebound from setbacks and difficult situations
  • Collaborator Management
- within a diverse matrix organization.

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