Technical Regional Service Manager - VIC

Regional Service Manager

As part of the Thermo Fisher Scientific team, you'll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world's toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

About the Role:

This role focuses on leading a team of field service engineers and an ISO17025 calibration laboratory, supporting customers, and growing the service business. Responsibilities include maintaining high service standards, delivering excellent customer service, and prioritizing for repairs, maintenance, and installations. The Region Service Manager is accountable for improving service delivery and meeting organizational goals.

What You'll Do:

• People Leadership and Team Development: Lead, motivate, recruit, develop, and guide Field Service Engineers (FSE) & Calibration technicians within the region. Build capability and technical expertise within the field team through technical training and individual development plans. Drive a customer-centric culture with a focus on development to become a high-performance 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, calibrations, and installations. Supervise and ensure accurate completion and reporting of jobs in the service system. Address any concerns or customer complaints promptly. Facilitate toolbox meetings and streamline field service workflow to drive continuous process improvement.
• 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.
• Support and drive service revenue for the region in collaboration with the Senior Service Manager and Service sales team.
• Safety, Compliance, and Wellbeing: Ensure team alignment with all relevant regulations, safety standards, and industry guidelines. Develop and implement policies and procedures to stay in sync with a safe working environment.

Keys to Success:

• 4+ years of Technical Service management and/or service business management experience.
• Knowledge of and experience in overseeing ISO17025 calibrations.
• People leadership and team management experience, with track record in building, developing, and coaching a successful team to deliver excellent service to customers.
• Demonstrated experience in driving service business growth and revenue targets.
• Demonstrated experience in operating successfully within an environment focused on commitment and high levels of intensity.
• Experience in working in a global and matrix organization with a decentralized model (preferred).

Knowledge, Skills, Abilities:

• Strong customer communication and interpersonal skills.
• Intuition for service business.
• People leadership.
• Problem solving and Analytical.

Benefits:

Join our team and take advantage of these great benefits! Apply now to learn more about the full range of benefits we offer.

• Health & Wellbeing: Join a company that prioritizes your health & wellbeing with comprehensive benefits, wellness programs, and an Employee Assistance Program providing confidential support for personal and work-related issues.
• Flexibility: Balance your work and personal life with flexible arrangements.
• Extra Leave: Benefit from generous leave policies, including the option to purchase additional leave, paid birthday leave, and company paid parental leave.
• Charitable Giving & Volunteering: Make an impact with paid volunteer time to support non-profit organizations that matter to you.
• Learning & Development: Advance your career with access to online courses via Thermo Fisher Scientific University Plus and LinkedIn Learning, workshops, and mentorship programs for continuous learning and skill development.

Thermo Fisher Scientific Australia WGEA Employer of Choice for Gender Equality.

Our Mission is to enable our customers to make the world healthier, cleaner and safer.