Head of Service/ヘッドオブサービス

Job Description

Our allergy and autoimmune disease testing uses world-class analytical methods and instruments, combined with innovative solutions and advanced software, to improve your practice. Our company extends beyond clinical areas to global support functions such as services, research and development, and marketing.

Essential Duties and Responsibilities

Head of service is a key position of  SDG Japan. In this role, you will supervise all the aspects of ‘service operations’ across SDG Japan.

As the Head of service contribute instrument sales, maintenance sales, stable operation of instrument, efficient and effective operation of engineers, cost control, improvement of customer satisfaction, and you will support the growth of the SDG Japan business. Intellectual curiosity and passion provide opportunities to grow within the team, both regionally and globally, as well as across the ThermoFisher organization.

Job Description

Essential Duties and Responsibilities

• Lead a cross functional team of field service engineers and supervisors. Responsible for complete employee management lifecycle: new hire selection, training, and performance evaluation.
• Ensure full delivery of contractual scope of work, meeting regional Key Performance Indicators.
• Develop and implement regional strategy aimed at complementing higher level initiatives, strategy and goals.
• Creates performance indicators, tracks trends, and implements best practices. Report business metrics, target and define new opportunities, act as resource for sales team and customer in the area of service, savings and opportunities.
• Attends training classes and regional meetings as needed.
• Supports continual process improvement to enhance operations with the goal of providing outstanding customer service. Leads improvement teams and mentors’ field-based personnel.
• Evaluates employee training needs, identifies areas of improvement and arranges for needed training and development.
• Analyzes/maintains/reconciles various customer and company reports to ensure stakeholder requirements are met.
• Promotes personal growth and development by staying abreast of new policies and enhancements.
• Listens to customer concerns, effectively diffuses dissatisfaction, and quickly identifies course of action.
• Represents Thermo Fisher Diagnostics throughout customer locations, professionally and positively.
• Performs other duties as assigned by management..

Minimum Education and Experience Requirements

• Experience leading field service teams required.
• 5-8 years management experience required.
• Multimillion-dollar P&L experience preferred. • Demonstrated customer service skills.
• Detail oriented, problem solver, promotes team environment.
• Computer/software skills (i.e. Outlook, Excel, Word, PowerPoint.).
• Demonstrated verbal, written and presentation skills.

Knowledge, Skills, and Abilities

• Must be able to read, write and speak English fluently.
• Excellent financial analysis and business acumen, negotiation, and project management skills.
• Ability to work under pressure, with a proven ability to make decisions with minimal direct supervision.
• Highly effective leadership, adept at team building and experienced in change management.
• Must possess the leadership and management skills to be able to lead, coach and empower a large group of employees along with excellent interpersonal skills to relate with employees at various levels off the organization.
• Strong analytical and critical thinking abilities to make timely decisions while functioning in a fast-paced changing work environment.
• Proficient verbal and written communication skills; including experience in writing SOP’s and presentation skills.
• Proven ability in leading multiple concurrent issues and prioritizing staff workloads.
• Overall understanding of service management, customer happiness.
• Detail oriented, problem solver, promotes team environment.
• Excellent computer/software skills. (Outlook, Excel, Word, PowerPoint).
• Basic understanding of employment/labor law regulations.
• Must maintain Thermo Fisher Scientifics’ 4i Values.
• May work at customer locations, in office environment to include hospital and/or in laboratory environments.
• Must be able to work hours required to get the job done.