Job Information
ThermoFisher Scientific Deputy Manager - Service Operation in Mumbai, India
Job Description
About Company: Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $44 billion. Our Mission is to enable our customers to make the world healthier, cleaner, and safer. Whether our customers are accelerating life sciences research, solving analytical challenges, growing efficiency in their laboratories, improving patient health through diagnostics, or developing and manufacturing life-changing therapies, we are here to support them. Our distributed team delivers an outstanding combination of innovative technologies, purchasing convenience, and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon, and PPD. Our Innovative Laboratory technologies & Services makes it easier for customers.
Job Title: Deputy Manager – Service Operation
Band: 5
Location: Mumbai
Reports To: Head – India Service Operation
Position Summary:
Drive Quote to Cash Process for IES Spare part Business
Review and Drive Spare part revenue, Trunk Stock, Service Productivity, Deferred Revenue and Depo Repair in coordination with the Field service, Supply chain and Internal Stake holders.
Prompt execution of Quote, Trunk stock, Deferred Revenue and Spare parts order
Ensure all the spare part prices are maintained in SAP and master data is updated on regular basis.
Manage customer escalations, work closely with the Field Service team and cross function teams to meet, or exceed customer expectations.
Work closely with the tech support, field service & supply chain team to improve planning, spare parts availability in India, reduce the down time and improve revenue cycle for service.
Maintain and publish key service metrics and drive improvements in coordination with Field service teams.
Drive continuous process improvement in processes and systems through PPI.
Review, update and Establish standard documentation/ SOPs of all processes as per Master Control documents to ensure teams have ready reckoners & guidance available always
Work closely with Service operation leaders to define service operation strategy, X-matrix Initiative and drive operational plans to improve overall Customer Experience and Service Delivery
Identify process improvement areas, maintain SOP’s, leverage PPI tools for improvement, drive efficiency, Develop/generate operational metrics for use by the Management Team Provide solutions and/or recommendations to identified problems/trends
Develop networks, alliances, and relationships with internal and external contacts within and across functions and organizations to achieve common goals.
Education & Experience levels:
BE/ BTech/ Any Graduate with MBA and additional knowledge of CRM / Software applications from Similar Field or Functions.
Min. 5+ years of service order management experiences, 3+ years of people management experiences
Must be proficient in MS-Office (Specially Excel) / SAP / Outlook Express
Must possess good analytical, economic evaluation and problem-solving skills.
Effective interpersonal, oral and written communication skills with proven capability to make a significant contribution to the business team while offering sound independent advice on commercial matters.
Six Sigma and or managing any other quality management systems will be added advantage
Must be a Team player with Solution Oriented approach and attitude
Should be very collaborative with colleagues and able to coordinate efficiently with service & other Cross functional team members Strong communication and persuading skills, especially in matrix organization structure.
Benefits
We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation!
At Thermo Fisher Scientific, each one of our +100,000 extraordinary minds have a unique story to tell. Apply today http://jobs.thermofisher.com.
ThermoFisher is committed to crafting a diverse work environment that values and respects individuals from all backgrounds.
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.
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.