Service Operations Manager
hace 4 semanas
The Service Operations Manager is a key role within our organization, responsible for leading a team of field service engineers to deliver exceptional customer service in the UK, Belgium, France, Denmark, Netherlands, Switzerland, and Germany. This is an exciting opportunity to work for Thermo Fisher Scientific Inc., a world-class company dedicated to enabling customers to make the world healthier, cleaner, and safer.
Key Responsibilities:
• Direct the activities of a dedicated team of service employees within the assigned area of responsibility.
• Apply Leader Standard Work to monitor resources, installations, and critical issue management.
• Review field schedules, data, reports, and customer surveys to ensure high-quality service delivery.
• Coach and mentor the field service engineers to drive improved performance and career development.
• Collaborate with other regions and internal customers to ensure exceptional client-focused service.
• Coordinate service issues with engineering, customer service, and global tech support for timely resolution.
• Handle customer complaints via SAP CRM tool to ensure flawless customer experience.
• Promote a safety-first culture by advocating for safety, ensuring timely training completion, and driving safety awareness.
• Ensure accuracy of field service reports through regular auditing and corrective activities.
• Assist the Global Manager in establishing and implementing strategic and tactical service business plans.
• Assist in the selection, hiring, and training of new employees.
• Drive effective strategies to expand product and service sales.
• Lead or participate in project teams to improve business performance.
• Support the service leadership in deploying new system/tools/platforms to improve service effectiveness and efficiency.
• Manage FSE team Opex control and service business leads contribution.
• Create standard work and daily management dashboards to supervise and communicate operational and strategic performance.
• Drive operational excellence by monitoring key performance indicators and implementing process enhancements.
• Work closely with colleagues from different regions and globally to ensure effective communication and coordination of field service activities.
• Develop and implement the geographic field service deployment model tailored to customer needs.
• Ensure successful rollout of service digital tools and platforms to enhance customer support.
• Deploy global service marketing strategies within the region to deliver a comprehensive product/service offering
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