Team Leader Service Operations

1 week ago

Scoresby, Victoria, Australia Thermo Fisher Scientific Full time
At Thermo Fisher Scientific, each one of our 100,000 outstanding minds has a unique story to tell. Join us and contribute to our mission—enabling our customers to make the world healthier, cleaner and safer.

When you're part of our 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 organization has an outstanding strategy for the near term and beyond. Take your place on our strong team, and help us make significant contributions to the world.

Job Title:
Team Leader, Service Operations
Reports to: Supervisor, Operational Excellence

Group / Division:
Service & Support, ANZ

Career Band: 5

Job Track:
Professional

Position Location:
Scoresby

Number of Direct Reports:1-3

***We ask that you drive quality interactions between operations, customers and key business partners by fostering a productive and motivating work environment. You will be responsible for the day to day operations, and team, to ensure service excellence delivery for a defined business segment. You will work closely with the Supervisor, Operational Excellence, to ensure your team is keeping pace with customer demands and that our Key Performance Indicators are met.

Our environment is dynamic and supportive, with a culture of process improvement, partnership and success.

Key Responsibilities:

Team Leader

  • Be the key point of contact for field service engineers, commercial and service leader, as well as other key partners
  • Build a successful team with a strong customer and outcomes focus
  • Hold the team accountable and aligned with the existing work instructions, whilst encouraging identification of process improvement opportunities
  • Use your organizational skills to allocate and prioritize work
  • Hold yourself and team accountable to achieving both individual and team Key Performance metrics. Identify and rectify any noncompliance via coaching and support
  • Show ability to define problem areas, collect data, establish facts and use sound judgment to make decisions for your team & also support team members
  • Demonstrate persistence with customers & team members, show willingness to help, remain calm in demanding situations

Service Operations

  • Act as the primary interface between our customers and the Service & Support team
  • Responsible for answering customer enquiries via telephone & Salesforce. Complete administrative tasks to support the service team
  • Ensures customer inquiries are advanced in accordance with the Service Level Agreements
  • Despatch Service Orders to engineers, scheduling and confirming bookings
  • We will ask for you to collaborate closely between customer and engineer keeping both informed of any changes to appointments
  • Daily invoicing to ensure job closure and revenue raising
  • Investigating and completing credits for disputed invoices
  • Contributes to maintaining company objectives on average speed of answer and first call resolution
  • Meets and exceeds productivity and quality standards as set forth by department management
  • Adheres to schedule, including regular, reliable and punctual attendance at work

Metrics

  • Consistent delivery of Operations metrics for designated team
  • Consistent tracking and reporting of various projects
  • Bringing to bear metrics to enable continuous improvement to achieve and set new performance standards

Minimum Requirements/Qualifications:

  • Tertiary qualifications in Science or related degree (desirable)
  • Customer service skills (crucial)
  • Laboratory experience (desirable)
  • Previous people management desirable but not crucial

Skills and Attributes:

  • Customer Focused
  • Builds strong customer relationships and delivers customer centric solutions


 Communicates optimally
  • Develops and delivers multimode communication that conveys a clear understanding to the desired audience


 Situational adaptability
  • Adapting approach and demeanour in real time to match the shifting demands of different situations


 Action Orientated
  • Taking on new opportunities and touch challenges with a sense of urgency, high energy and passion


 Resourcefulness
  • Securing and deploying resources effectively and efficiently


 Balances partners
  • Anticipates and balancing the needs of multiple customers


 Collaborates
  • Building partnerships and working collaboratively with others to meet shared objectives
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

  • Team Leader Service Operations

    1 week ago

    Scoresby, Victoria, Australia Thermo Fisher Scientific Full time

    At Thermo Fisher Scientific, each one of our 100,000 outstanding minds has a unique story to tell. Join us and contribute to our mission—enabling our customers to make the world healthier, cleaner and safer.When you're part of our team at Thermo Fisher Scientific, you'll do important work. Surrounded by collaborative colleagues, you'll have the support and...

  • Team Leader

    7 days ago

    Scoresby, Victoria, Australia DFP Recruitment Services Full time

    Job description:About the Company:Miele Australia is an independent family-owned company who have been in operation for over 120 years. Miele are the industry leader in terms of product innovations and business models with a focus on sustainability. Miele offer a range of products and pride themselves on the performance, quality, durability and service of...

  • Gardening Team Leader

    1 week ago

    Scoresby, Victoria, Australia Scope (Aust) Full time

    About ScopeScope's mission is to enable each person to live as an empowered and equal citizen. We support people with physical, intellectual and multiple disabilities and developmental delays to achieve their goals Scope is a registered provider under the NDIS and delivers a range of services including supported independent living, short term accommodation...

  • Maintenance Team Leader

    7 days ago

    Scoresby, Victoria, Australia Opal Packaging Full time

    Discover Opal.We manufacture goods that you see, touch, and use every day and our customer base includes some of the biggest names in FMCG, Retail and Fresh Produce.We stand for innovation, smart solutions, and sustainabilityDiscover the Opportunity.Opal Fibre Packaging Opal Fibre Packaging Australia provides a full service offering in corrugated cardboard...

  • Manager, Operational Excellence, Service

    7 days 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...

  • Manager, Operational Excellence, Service

    1 week ago

    Scoresby, Victoria, Australia Thermo Fisher Scientific Full time

    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...

  • Mechanical Team Leader

    1 week ago

    Scoresby, Victoria, Australia Opal Packaging Full time

    Discover Opal.We manufacture goods that you see, touch, and use every day and our customer base includes some of the biggest names in FMCG, Retail and Fresh Produce.We stand for innovation, smart solutions, and sustainabilityDiscover the Opportunity.Opal Fibre Packaging ANZ manufactures cardboard box solutions aligned with the circular economy to meet the...

  • Service Operations Enablement Specialist

    1 week ago

    Scoresby, Victoria, Australia Thermo Fisher Scientific Full time

    Job DescriptionAbout Our CompanyThermo Fisher Scientific Inc. is a global leader in the field of science, with an impressive annual revenue exceeding $44 billion. Our Goal is to assist our customers in creating a Healthier, cleaner, and Safer world. Whether our clients are advancing research in life sciences, tackling complex analytical tasks, enhancing...

  • Business Support Team Leader

    1 week ago

    Scoresby, Victoria, Australia Villa Maria Catholic Homes Full time

    Scoresby, VIC, Australia, 317- Full time Add to favourites Favourite View favourites- Manage a passionate, high-performing team of professionals:Report to an experienced, positive Business Support Manager:- Enjoy full-time hours at our Scoresby office with NFP salary packaging perksAbout the roleAs a Business Support Team Leader, you will be responsible for...

  • Service Operations Enablement Specialist

    1 week ago

    Scoresby, Victoria, Australia ThermoFisher Scientific Full time

    Job DescriptionAbout usThermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $44 billion. Our Mission is to enable our customers to make the world Healthier, cleaner and Safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and...

  • Service Operations Enablement Specialist

    2 weeks ago

    Scoresby, Victoria, Australia ThermoFisher Scientific Full time

    Job DescriptionAbout usThermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $44 billion. Our Mission is to enable our customers to make the world Healthier, cleaner and Safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and...

  • National Vendor Purchasing Team Leader

    1 week ago

    Scoresby, Victoria, Australia Blackwoods Full time

    Join an iconic Wesfarmers business & the leaders in industrial & safety supplies Outstanding employee benefits, with ongoing training and career development Permanent fulltime hybrid role, Excellent salary package and benefitsOUR STORYBlackwoods is Australia's leading supplier of industrial and safety supplies. For over 140 years, we have supported...

  • Service Sales

    1 week ago

    Scoresby, Victoria, Australia Thermo Fisher Scientific Full time

    As the world leader in serving science, our work is more than something that fills our days - what we do has great purpose. Our industry-leading scale means unparalleled commercial reach, unique customer access and a global footprint. Our broad customer base, from research to clinical to commercial production means you can have a broad and meaningful impact...

  • Service Operations Enablement Specialist

    1 week ago

    Scoresby, Victoria, Australia Thermo Fisher Scientific Full time

    About usAs the Service Operations Enablement Specialist, you will play a critical role in ensuring flawless service operations by providing exceptional support to our service teams. Your proven ability to collaborate with cross-functional teams and successfully implement process improvements will be essential to your success in this role. Role...

  • Service Operations Enablement Specialist

    7 days ago

    Scoresby, Victoria, Australia Thermo Fisher Scientific Full time

    About us:Position Summary:As the Service Operations Enablement Specialist, you will play a critical role in ensuring flawless service operations by providing exceptional support to our service teams. Your proven ability to collaborate with cross-functional teams and successfully implement process improvements will be essential to your success in this...

  • Leader, Sourcing

    7 days ago

    Scoresby, Victoria, Australia ThermoFisher Scientific Full time

    Job DescriptionAt Thermo Fisher Scientific, each one of our 125,000 outstanding minds has a unique story to tell. Join us in enabling our customers to make the world healthier, cleaner and safer.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...

  • Leader, Sourcing

    4 weeks ago

    Scoresby, Victoria, Australia ThermoFisher Scientific Full time

    Job DescriptionAt Thermo Fisher Scientific, each one of our 125,000 outstanding minds has a unique story to tell. Join us in enabling our customers to make the world healthier, cleaner and safer.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...

  • Leader, Sourcing

    3 weeks ago

    Scoresby, Victoria, Australia ThermoFisher Scientific Full time

    Job DescriptionAt Thermo Fisher Scientific, each one of our 125,000 outstanding minds has a unique story to tell. Join us in enabling our customers to make the world healthier, cleaner and safer.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...

  • Service Operations Enablement Specialist

    1 week ago

    Scoresby, Victoria, Australia Thermo Fisher Scientific Full time

    : Determine service operations requirements and implement innovative solutions Collaborate with service teams to develop and implement training programs Monitor and analyze service operations metrics to identify areas for improvement Develop and maintain service documentation and standard operating procedures Support the development and implementation...

  • Cleaning Team Lead

    7 days ago

    Scoresby, Victoria, Australia Scope (Aust) Full time

    About ScopeScope's mission is to enable each person to live as an empowered and equal citizen. We support people with physical, intellectual and multiple disabilities and developmental delays to achieve their goals Scope is a registered provider under the NDIS and delivers a range of services including supported independent living, short term accommodation...