Thermo Fisher Scientific
Senior Services Commercial Manager, Global Services and Support for Southeast Asia and Taiwan
Be an Early Applicant
Lead the services sales teams and manage service sales business to achieve growth, revenue, and customer satisfaction. Collaborate with various departments to enhance customer experiences, improve service efficiency, and resolve complaints. Optimize processes using PPI methodologies and develop team capabilities.
Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
We are seeking for a successful commercial leader in Sales and Services management with Thermo Fisher Scientific. You will join us as the Senior Services Commercial Manager where you will be responsible for leading our services sales teams to provide outstanding customer experiences and drive significant growth within the region.
Job Responsibilities:
- Lead and manage both Direct and Indirect teams to successfully implement service sales business to grow the service business and delivering the bookings, revenue, and service contracts as per annual plan.
- Develop and implement strategic and tactical plans to deliver a Customer Value Proposition.
- Ensure service revenues and costs align strictly with business plans and budgetary requirements.
- Collaborate closely with sales, order fulfilment, supply chain, planning, procurement, and facilities to achieve commercial results and high Customer Allegiance Scores (CAS).
- Drive customer allegiance by meeting or exceeding customer expectations through outstanding service.
- Deliver world-class customer experiences and happiness through innovative and high-quality service offerings.
- Communicate effectively with the commercial team regarding service activities and customer needs.
- Improve service efficiency through team development, mentoring, training, and process management.
- Continuously improve processes using Practical Process Improvement (PPI) methodologies.
- Address and resolve customer complaints, ensuring corrective actions are implemented.
- Analyze and improve daily operations using Service Sales Key Performance Indicators.
- Develop and maintain uniform work standards and performance levels.
- Participate in initiatives across departments to align service goals with other functions.
- Foster a collaborative and inclusive work environment.
Minimum Qualifications and Experience:
- Demonstrated ability, with at least 5 years in team management within the life sciences industry.
- Experience leading service organizations in medium to large-scale companies.
- Strong business management, influencing, and leadership skills with a track record in P&L management.
- Experience in working with international customers and collaborators.
- Outstanding organizational, strategic planning, and change management skills.
- Excellent verbal and written communication, presentation, and motivational skills.
- Ability to travel internationally.
- Strong analytical and problem-solving skills.
Desirable Experience:
- Scientific knowledge and experience in adapting to customer needs.
- Experience in delivering training and development programs.
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