APJ Service Sales Leader- IES
7 days ago
Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
We’re a transformative leader powered by an important Mission: To enable our customers to make the world healthier, cleaner and safer. Through our dedication, our global organization drives transformation in the scientific industry across the globe. Our work has meaningful impact inside the company and out. Our scale and depth of capabilities enables customers across a range of vertical segments. We offer products and solutions that enable customers to push the boundaries of innovation.
This role will support the Instruments & Enterprise Services Division's service sales organization scale as a successful and impactful service organization that provides exemplary services and support to customers to improve the Thermo Fisher brand.
What will you do?
The successful candidate will plan, guide and coordinate Service Sales activities for the APJ region. They will:
Custodian for achievement of all Service commercial targets as defined for revenue, profit, service bookings and Commercial excellence for all products, along with a high level of customer satisfaction and loyalty.
Contribute to the division to Policies, Processes and general Service Guidelines in line with Service Strategy for APJ.
Work together with the Service-Sales Managers & Sales Managers in the 5 sub regions of Australia New Zealand (ANZ), India, Japan Korea and Southeast Asia and Taiwan (SEATW) to achieve the harmonization of Business practices required to build a growth-oriented business environment.
KEY EXPECTATIONS:
Service Sales
Establish overall services-commercial strategies in the region; support the countries in planning budgets and programs consistent with the overall strategy in order to achieve goals outlined in the annual operating plan (AOP) and Strategic Plan (STRAP).
Improve account profitability through Practical Process Improvement (PPI) initiatives.
Meet profitability target for Service business across APJ by optimizing costs and demonstrating PPI business tools.
Define marketing strategies and gaps in current service delivery with focus on improving customer experience.
Improve account retention and increase account growth for all service delivery.
Define strategy to achieve and exceed critical metrics on Customer Allegiance Score as owner of the Customer Allegiance Program for all Services and driving improvement projects.
Navigate the matrix across country and region with dexterity and cultural agility.
Provide leadership and/or sponsorship of key initiatives such as PPI, improving service excellence, strategic sourcing, vendor management, cross-division initiatives, etc.
Customer Service
Define and implement efficient, effective and customer-oriented processes for order entry, order fulfillment and invoicing.
Collaborate with the 5 sub regions to assess existing processes and bring best practice to standard practice.
Own key projects like parts availability, service delivery quality, reducing response time to customer service requests etc.
Provide direction and strategy through the matrix to country Service Sales leaders for proper execution of agreed processes.
Gather monthly commercial performance metrics as basis for analysis and continuous improvement.
APJ Service Sales Excellence
Support countries with the selection of high potential talent into the service sales organization.
Develop and submit forecast in accordance with plans for APJ.
Support internal talent development to develop a high performing team.
Leverage key digital tools and data sciences solutions to improve service sales market potential insights.
KEYS TO SUCCESS:
Bachelors degree in engineering field
10+ years of relevant experience
Excellent people selection, assessment and coaching skills
Ability to operate through a matrix organization
Experience in strategy planning and implementing innovative service sales strategies
Experience in driving customer allegiance and growing existing customer base
KNOWLEDGE, SKILLS, ABILITIES:
Outstanding interpersonal skills (oral and written); ability to establish rapport with clients and colleagues.
Self-starter, highly motivated leader with a strong bias for action/execution.
Demonstrated leadership abilities with shown success in developing teams.
PHYSICAL REQUIREMENTS / WORK ENVIRONMENT:
Ability to travel (averaging approximately 60%) to visit sub-regions and customers located across Asia Pacific & Japan.
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.
At Thermo Fisher Scientific, each one of our 70,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer. Apply today at
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.
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