Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description

The Taiwan Service Manager / Lead is responsible for direct service operations and Enterprise Services supporting our Taiwan 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.

This role is accountable for the overall Services organization which includes Field Services, Services Sales, and other service-related functions. This role will work cross-functionally with key partners to develop services portfolio in accelerating growth.

The primary goals and objectives are centered in delivering high levels of customer satisfaction while growing service revenue growth, improve quality and productivity improvement. The incumbent will be leading an organization consisting of multiple product lines and total team size of close to 40 employees.

Key Responsibilities:

• Responsible to develop and implement strategies and multi-year roadmap to take Thermo Fisher Scientific Taiwan support services into world class operation in terms of customer allegiance, service quality and operation efficiency.
  
• Improve or establish integrated support systems and processes to provide customer service with efficiency and productivity. Ensure processes harmonization by all business divisions, and we provide the same quality service delivery, customer satisfaction with continuous process improvement.
  
• Handle the Service Customer concern 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.
  
• Drive Taiwan Service Customer Allegiance Score levels by ensuring higher standards of execution, delivery capabilities of field services and brand creation to drive sustainable business growth.
  
• Prioritize employee experience to ensure team members are successful and that key talent is maintained and groomed within the organization. Focus on long term organizational objectives of building bench strength through talent discussions and succession planning, aligning talent objectives to business strategy.
  
• 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.
  
• Dealer and distributor management, in order to provide greater visibility and performance leading to overall end customer satisfaction.
  

Minimum Requirements/Qualifications:

• Bachelor qualification or equivalent., with minimum 10 years of relevant experiences in managing a Services organisation.
  
• Strong Leadership and management skills. Proven track record in profit and loss (P&L) management.
  
• Excellent interpersonal, self-motivational and negotiating skills
  
• An advocate for customer centricity