Manager, Field Service

at  Thermo Fisher Scientific

In this role, you will be responsible for directing administrative and operational tasks to support revenue growth, productivity, and outstanding levels of customer satisfaction. Your leadership will be critical in providing the team with the training, tools, direction, and motivation they need to succeed. You will collaborate closely with various teams to ensure customer needs are understood and met, and to identify improvement opportunities to enhance our processes.

Key Responsibilities:

• Participate in the design and implementation of operational policies and processes to increase efficiencies
• Retain customers and ensure customer satisfaction
• Act as the main point of contact for handling customer concerns including indirect partners channel.
• Coordinate communication between various teams to meet customer needs
• Identify improvement opportunities and lead improvement projects
• Direct staffing, training, and performance evaluations to enhance the customer service function
• Hold team accountable for key performance indicators including: Response Time, First Time Right, close completion of problem records (quality complaints), Field utilisations and Customer Allegiance Score. (CAS)

Minimum Qualifications:

• Relevant educational background or extensive practical experience
• Minimum of 5 years of customer service experience in a related industry
• Proven success in leading a team
• Demonstrated success in effectively handling multiple projects with minimal supervision
• Excellent communication and interpersonal skills

Preferred Qualifications:

• Proficient computer skills and technical knowledge
• Excellent verbal and written communication skills

• Participate in the design and implementation of operational policies and processes to increase efficiencies
• Retain customers and ensure customer satisfaction
• Act as the main point of contact for handling customer concerns including indirect partners channel.
• Coordinate communication between various teams to meet customer needs
• Identify improvement opportunities and lead improvement projects
• Direct staffing, training, and performance evaluations to enhance the customer service function
• Hold team accountable for key performance indicators including: Response Time, First Time Right, close completion of problem records (quality complaints), Field utilisations and Customer Allegiance Score. (CAS