Service Delivery Director

1 month ago

North Ryde, New South Wales, Australia Thermo Fisher Scientific Full time

Job Summary

We are seeking an experienced Service Delivery Director to lead our field service operations in Australia.

About the Role

The successful candidate will be responsible for managing a team of field service engineers, ensuring high service standards, and delivering excellent customer experience. Key responsibilities include:

  • People Leadership and FSE Development

Lead, motivate, recruit, develop, and guide Field Service Engineers (FSEs) to build capability and technical expertise within the field team.

Field Service Delivery

Facilitate end-to-end field service operations, including customer communication, management of critical issues, and prioritization of resources (field service engineers, parts, tools) for breakdown repairs, planned preventative maintenance, and installations.

Customer Relationship Management

Champion positive relationships with customers, including key account management. Engage with customers to comprehend their needs, proactively handle user problems, address concerns, and ensure a satisfying customer experience.

Safety, Compliance, and Wellbeing

Ensure all FSEs align with all relevant regulations, safety standards, and industry guidelines. Develop and implement policies and procedures to maintain a safe working environment.

Requirements

To be successful in this role, you will need:

  • A minimum of 4 years of Technical Service management and/or service business management experience.
  • Proven people leadership and team management experience, with a track record in building, developing, and coaching a successful FSE team to deliver excellent service to customers.
  • Demonstrated experience in driving service business growth and revenue targets.
  • Experience leading change, from a process and people perspective.
  • Demonstrated experience in operating successfully within an environment focused on commitment and high levels of intensity.
  • Business insight of industry sector, regional market trends, and potential challenges.
  • Experience in working in a global and matrix organisation with a decentralised model.

What We Offer

As a Service Delivery Director at Thermo Fisher Scientific, you can expect:

  • An estimated annual salary of AU$120,000 - AU$150,000 depending on location and experience.
  • A comprehensive benefits package including health & wellbeing programs, flexible work arrangements, and generous leave policies.
  • Opportunities for career advancement and professional development through online courses and mentorship programs.
  • A collaborative and dynamic work environment that values diversity and inclusion.

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