Regional Service Manager - WA & SA

Position Summary: The role is a people leadership role with a focus on service business development and growing the service business whilst leading a team of field service engineers, 3rd party contractors, channel partners and supporting customers. This includes ensuring the smooth and efficient operation of the field service team, maintaining high service standards, and delivering excellent customer service. The role is responsible for customer communication, allocating resources for managing breakdown repairs, planned preventative maintenance and installations in collaboration with service operations center. 

The Region Service Manager is accountable for developing and growing service business across LED and TPP services in the region and monitoring service delivery performance KPIs, reviewing field service data, and making decisions to enhance service delivery and meet organizational goals. 

Key Responsibilities: 

• People Leadership and FSE development: Lead, motivate, recruit, develop, and coach Field Service Engineers (FSE) within the region. Build capability and technical expertise within field team including channel partner through technical training and individual FSE development plan in collaboration with factory and Technical Leads. Drive customer centric culture with focus on developing FSEs to become a high-performance team.  

• Business development and service sales: Identify opportunities, create and mobilize business development plan to grow LED and TPP service business in the region. Create and lead service sales initiatives to drive service revenue for the region and overall ANZ as set in the Annual Operating Plan in collaboration with senior service manager and service sales manager. Lead and coordinate customer communication with key accounts within the region. Collaborate with service sales manager and service operations manager to drive service revenue including service contracts, Time & Material and spare parts. 

• Field service delivery: Drive end to end field service delivery to include customer communication, customer escalations management, resource allocation (FSE, parts, tools) for managing breakdown repairs, planned preventative maintenance and installations. Monitor PM, breakdown repairs and installation jobs, to ensure jobs are completed and reported in service system in a timely manner. Ensure service quality and customer satisfaction are met. Address any field service-related issues or customer complaints promptly. Lead toolbox meetings, streamline field service workflow as part of continuous process improvement. 

• Customer relationship management: Building and maintaining strong relationships with customers, including key account management. Interact with customers to understand their needs, proactively manage escalations, address concerns, and ensure a positive customer experience.  

• Safety, Compliance, and wellbeing: Ensure all FSE’s and 3rd party contractors, channel partners comply with all relevant regulations, safety standards, and industry best practices. Develop and enforce policies and procedures to maintain a safe working environment. 

Minimum Requirements/Qualifications:  

Qualifications & Experience 

• 4+ years of Technical Service management and/or service business management experience. 

• People leadership and team management experience, with track record in building, developing and coaching a high performing FSE team to deliver excellent service to customers.  

• Demonstrated experience in driving service business growth and revenue targets.  

• Experience leading change, from a process and people perspective. 

• Demonstrated experience in operating successfully within an environment focused on high performance and high levels of intensity. 

• Business insight of industry sector, the regional market, its key trends, and potential challenges (preferred) 

• Experience in working in a global and matrix organisation with a decentralised model (preferred) 

Skills & Attributes 

• Strong customer communication skills 

• Service business acumen 

• Highly motivated and resourceful individual who is driven by results.  

• Ability to work autonomously and to position creative solutions; a team player.  

• Resilience in long lead time sales, history of outstanding customer follow up is critical.  

• A solution-focused individual able to prioritize time and effort to deliver beyond customer expectations. 

• Ability to collaborate with cross-functional team 

• Problem solving and analytical skills 

Other Important Information 

• Ability to travel locally within region and Australia & New Zealand.  

Other Job Requirements: 

• Adhere to WHS policies and procedures and ensure a safe and healthy workplace environment 

• Adhere to the Chain of Responsibility obligations under the Australian Heavy Vehicle National Law 

• Australian driving licence and ability to travel within area and interstate as required. 

• Your position may require you to participate in reasonable after hours work to ensure the smooth running of the business. 

Benefits

Join our team and take advantage of these great benefits! Apply now to learn more about the full range of benefits we offer.

• Health & Wellbeing: Join a company that prioritizes your health & wellbeing with comprehensive benefits, wellness programs, and an Employee Assistance Program providing confidential support for personal and work-related issues.

• Flexibility: Balance your work and personal life with flexible arrangements.

• Extra Leave: Benefit from generous leave policies, including the option to purchase additional leave, paid birthday leave, and company paid parental leave.

• Charitable Giving & Volunteering: Make an impact with paid volunteer time to support non-profit organizations that matter to you.

• Learning & Development: Advance your career with access to online courses via Thermo Fisher Scientific University Plus and LinkedIn learning, workshops, and mentorship programs for continuous learning and skill development.

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