Team Leader Service Operations

2 weeks ago

Scoresby, 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

**Position Summary**:
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 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 - 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

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