The Japan Service, Senior Director is responsible for direct service operations and Enterprise Services supporting our Japanese customers, including all after-sales customer support activities focused on instrument installation, validation, and repair/maintenance services, as well as supporting, administrative and enabling functions such as the call center, contract administration, service dispatch, and order processing.
Primary goals and objectives are centered on delivering high levels of customer satisfaction and allegiance while increasing service revenue growth and expanding margins through improved productivity. The Senior Director will be responsible for a P&L of approximately +$70M USD and leadership of an organization consisting of multiple regional managers and total service related employee base of ~200.
Responsible to develop and implement strategies and multi-year roadmap to take Thermo Fisher Scientific Japan support services into world class operation in terms of customer allegiance, service quality and operation efficiency.
Improve or establish integrated support processes to provide world class customer service with optimal efficiency and productivity. Ensure consistent processes are implemented by all business divisions and we provide the same quality service delivery, customer satisfaction and continued improvement
Manage the Service Escalation procedure to ensure quick identification and resolution of field problems. Work with the product line management to identify trends and quality issues to decreasing both total events and response times.
Works with the Strategic Account Managers and/or sales teams on specific services opportunities to understand individual client strategies, business needs and internal barriers or considerations to implementing an enterprise services solution, in order to fuel growth.
Understands competitive environments and solutions/offering needed to differentiate
Maintains a thorough understanding of the entire Enterprise Services portfolio strengths and delivery operations to be able to customize integrated solutions that show differentiated value to the customer and the market.
Assist HR with personnel training and employee development, process implementation or organizational assessments to improve identified areas for development. Set up and maintain training and certification programs for technical support staff to continuously improve and career opportunity
Contribute to the success of both internal and external customers by supporting them with technical experience and knowledge on products and services.
Establish close working relationships with manufacturing sites, quality organizations and global division support organizations to:
Share the best practices to improve service quality and efficiency
Reduce DOA, feedback product quality issues and improve product qualities
Represent Thermo Fisher Scientific by clearly and consistently communicating Thermo Fisher Scientific mission, vision, values and objectives to both our employees and customers
Guarantee the timely, effective, and profitable delivery of all in-scope product services to end-user customers across Japan (installation, contract/warranty repair, T&M repair, preventative maintenance, escalation, and validation).
Ensure high quality service and profitability within enterprise service accounts. Partner with multiple divisions to deliver and improve customer value proposition and customer partnership to facilitate new product, solution and service sales opportunities.
Generate service metrics and track performance for all service operations conforming to Global Service requirements. Develop and drive recovery plans for deviations from accepted performance targets.
Proactively drive the development of the skills matrix, product competencies and product certification for all Field Service Engineers (FSE) and support staff to support installed base service commitments and annual operating plan objectives (new and current products).
Manage service parts and aftermarket product inventory to meet on-time delivery requirements while maintaining acceptable aging and inventory value parameters.
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