Service Sales

2 months ago


Scoresby, Australia Thermo Fisher Scientific Full time

**Position Summary**:
Your role as Service Sales and Contract Manager is pivotal in delivering the total value proposition of any Thermo Fisher Scientific instrumentation purchase. You will drive future revenue streams for Service & Support by developing positive relationships with sales, and your service sales team, in embedding upfront contract attachment to new instrument sales and then delivering excellence in the management of the contract life cycle.

Revenue and profitability targets will be achieved by ensuring attachment rates at point of instrument sales, warranty expiry conversion, and total contract coverage targets are achieved, as well as working with customers to ensure successful contract renewals

You will cultivate success through developing a productive and motivating work environment, working closely with your team to deliver 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, Sales and Service Leaders to ensure the contract lifecycle is aligned with business and operational strategies.

The environment is dynamic, fast paced and encouraging, with a culture of process improvement, collaboration and success.

**Key Responsibilities**
- Lead the team to develop and implement plans designed to deliver revenue targets in line with Service and Commercial strategies
- Inspire and develop a customer focused, successful team by partnering with team members to cultivate learning and development objectives
- Hold yourself and team accountable to achieving both individual and team Key Performance metrics. Identify and rectify any noncompliance with coaching and support
- Hold the team accountable and aligned with usage of the various CRM systems, and leader standard work instructions, whilst encouraging identification of opportunities to improve the customer experience
- Develop strong internal relationships with Commercial Leaders, Service Leaders and Product teams to ensure service sales activities are aligned with commercial focus.
- Support team to establish and develop relationships with various partners in accounts to cultivate customer loyalty and allegiance
- Show ability to define problem areas, collect data, establish facts and use sound judgment to make decisions for your team & also support team members
- Perform business analysis and forecasting and report on trends and performance to provide practical business insights, improve sales efficiency to achieve the greatest return on investment
- Use your organizational skills to help the team allocate and prioritize work
- Develop and maintain knowledge of products and services, industries, and competitive landscape to achieve revenue goals.

**Metrics**:

- Revenue targets
- Grow % of active contracts as agreed
- Achieve 95% on time contract renewals

**Frequent Contacts**:
Internal
- Service Leaders
- Service Operations
- Commercial Leaders
- Sr Manager, Operations & Development
- Portfolio Leaders

External
- Customers

**Minimum Requirements/Qualifications**:

- Bachelor’s degree, preferably in the sciences or business fields
- Prior sales management or leadership, preferably in either life science or service
- Computer proficiency in MS Office, Excel, PowerPoint and customer relationship management programs

**Skills and Attributes**:

- Customer Focused - Builds strong customer relationships and delivers customer centric solutions
- Communicates effectively - Develops and delivers multi-mode 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 - Tackling new opportunities and touch challenges with a intensity, energy and passion
- Resourcefulness - Securing and deploying resources effectively and efficiently
- Balances partners - Anticipates and balancing the needs of multiple partners
- Collaborates - Building partnerships and working collaboratively to meet shared objectives

Will have the flexibility to travel more than 25% to 50% of their time to form relationships with key partners.


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