SG Service and Customer Care Lead

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

When you’re part of the team at Thermo Fisher Scientific, you’ll do important work. And you’ll have the opportunity for continual growth and learning in a culture that empowers your development. With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.

Location/Division Specific Information

Based in Singapore, the In-Country Service & Customer Care (SCC) Leader will play a key role in our Service Support team. They will ensure outstanding service delivery and customer happiness locally.

Discover Impactful Work:

Join Thermo Fisher Scientific Inc. as an In-Country SCC Leader and take on a pivotal role where you'll ensure seamless execution of customer-facing operations. Your work will directly impact our ability to provide world-class service and operational excellence, supporting our mission to make the world healthier, cleaner, and safer.

A day in the Life:

• Support, Coordinate and Manage Call Centre Operations, Billable Order Management, and Service Planning.
• Lead outsourced Call Centre and ASP partners by supervising daily operations, ensuring SLA compliance, resolving escalations, and coordinating performance reviews.
• Maintain and analyze the Daily Management (DM) dashboard for performance metrics.
• Support continuous improvement and quality compliance by driving process efficiency initiatives, ensuring adherence to ISO standards, and assisting with internal and external audits.
• Collaborate with internal teams and communicate process gaps or critical issues to Regional SCC leadership to support seamless service delivery.
• Undertake other operational duties within the service organization to enable smooth cross-functional coordination and service delivery.

Keys to Success:

• Ensures high accuracy and timely processing of Billable Order Management with Billing and Dispatch readiness & Service Planning.
• Drives SLA compliance across service operations and supports efficient closure of RCCM actions.
• Consistent track record to implement and govern processes closely.
• Outstanding collaboration and leadership skills.
• Ability to successfully drive continuous improvement initiatives.

Education:

• Bachelor’s degree in Business Administration, Operations Management, or a related field, or equivalent experience.

Experience

• 5–7 years of experience in customer service operations, service planning, or order management roles with leadership experience
• Proven track record in coordinating outsourced vendors and ensuring SLA adherence.
• Hands-on experience with DM dashboards and performance reporting tools.

Knowledge, Skills, Abilities

• Strong familiarity with service operations processes and supervising important metrics.
• Proficiency in ERP and CRM systems (SAP, Salesforce, Oracle, or equivalent).
• Excellent interpersonal and organizational skills to collaborate across diverse functions.
• Prior team / people management experience highly preferred

Physical Requirements / Work Environment

This role primarily operates in an office environment with occasional travel to other locations for audits, vendor meetings, and regional coordination.

Benefits

We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation!

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

Apply today! http://jobs.thermofisher.com

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

Accessibility/Disability Access

Job Seekers with a Disability: Thermo Fisher Scientific offers accessibility service for job seekers requiring accommodations in the job application process. For example, this may include individuals requiring assistance because of hearing, vision, mobility, or cognitive impairments. If you are a job seeker with a disability, or assisting a person with a disability, and require accessibility assistance or an accommodation to apply for one of our jobs, please submit a request by telephone at 1-855-471-2255*. Please include your contact information and specific details about your required accommodation to support you during the job application process.

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