Zonal Service Manager – South, CMD Service

  • Company:
    Thermo Fisher Scientific
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    1 week ago
  • Category:
    Biotechnology/Pharmaceutical/Medicine | Manufacturing/Industrial

Skill: bonus , policies , training , salary , retention , time management , decision making; Exp: 0-3 years; Zonal Service Manager – South, CMD Service Job ID 79183BR Location India – Hyderabad Job Description Job Title Zonal Service Manager, CMD Service Reports To GM Service – CMD Service Group/Division AIG/CMD Position Location Mumbai Position Summary Manages, organizes, directs, plans, controls and coordinates all Service activities for the division. ZSM Service is responsible to achieve all Service related targets as defined for revenues, profit, service bookings and delivery quality for all products, along with a high level of customer satisfaction and loyalty. Contributes to the division to Policies, Processes and general Service Guidelines in line with the Indian Service Strategy. Responsible to actively work together with the Sales Managers in order to achieve the general harmonization of Business practices required to create a growth oriented business environment. Key Responsibilities Field Service Establish strategic and operational plans, budgets and programs consistent with the overall Services strategy in order to achieve goals outlined in the annual operating plan (AOP)). Services plans and objectives are focused on Improving account profitability (i.e. responsible for productivity improvements through Practical Process Improvement {PPI} initiatives, leveraging best practices throughout the organization) Service expense cost control to budget Improving account retention. Increasing account growth for all service delivery Achieving a high level of customer satisfaction (owner of the Customer Allegiance Program for all Services and driving improvement projects) Customer complaint and Hot Account management People management; hires and develops staff, to ensure team members are successful and that high quality personnel are maintained within the organization Participates as an active member in the Service Leadership Team to help the SLT achieve their goals and objectives Establishes and closely monitors service metrics for continuous improvement Response time management. Installation time. Contract Entitlements Field inventory control, ageing & accuracy. Ensures the Service organization delivers high quality training with a strong customer focus. Works closely with Sales to ensure training is included in all instrument sales & is actively promoted to customers. Ensures that Technical Support Team deals with customer enquiries in an efficient & professional manner that results in strong customer allegiance. Ensures that Marketing Specialist promotes Training & Technical Support teams via collaterals and marketing campaigns. Ensures presence in all major tradeshows. Organise promotional campaigns when required to increase Service revenue. Works parallel with Field Service Leaders to ensure alignment in the services, timely response for customers & operational efficiency. Customer Services Lead & steer a team of local managers for proper execution of agreed processes so that local & India goals are met. Define and execute ‘Zonal Customer Services’ goal tree; to support Divisional & corporate goal tree. With input from local teams, gather monthly performance metrics as basis for analysis & continuous improvement. Use these metrics for improvement follow-up. Be the owner of CAS results for Order Fulfillment in the country. Align processes & execute processes in order to meet and/or exceed CAS targets. Decision Making Authority Makes hiring decisions Determines performance levels, provides performance reviews, recommends salary adjustments and bonus payouts Develops and submits commission payouts in accordance with plans Negotiates on behalf of Thermo Fisher regarding service costs (with clients & vendors) Determines Corrective action paths for customer escalation & drives to resolution Link for schema



Experience: 0-3

Function: Human Resource / IR / Training & Development