Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
About Thermo Fisher Scientific
When you join Thermo Fisher Scientific, you'll do meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life—enabling our customers to make the world healthier, cleaner and safer. With revenues exceeding $40 billion and the largest investment in R&D in the industry, we provide our people with the resources, opportunities and support to build rewarding careers while making significant contributions to the world.
Position Summary
As the Regional Service and Customer Care Lead for Malaysia, Indonesia and Vietnam, you will lead the regional Service and Customer Care organization to deliver exceptional customer experience, operational excellence and business performance.
You will be accountable for leading a multi-country team responsible for customer care, service coordination and operational support, while partnering closely with Sales, Field Service, Technical Support, Supply Chain and Commercial teams to achieve service excellence and business objectives.
This role combines strategic people leadership with operational execution. You will drive continuous improvement, optimize service delivery, develop high-performing teams and ensure the successful execution of regional service operations. The successful candidate will be an experienced people leader with a proven track record of driving operational excellence and delivering measurable customer and business outcomes within a complex, matrix organization.
Key Responsibilities
People Leadership
- Lead, coach and develop a high-performing regional Service and Customer Care team supporting Malaysia, Indonesia and Vietnam.
- Foster a culture of accountability, collaboration, customer focus and continuous improvement.
- Establish clear performance expectations and drive employee development through regular coaching, performance reviews and succession planning.
- Lead workforce planning, recruitment, onboarding and capability development to support business growth.
- Drive employee engagement and build an inclusive, high-performance team culture.
Regional Service & Customer Care Operations
- Lead day-to-day regional Service and Customer Care operations to ensure timely, efficient and consistent service delivery.
- Oversee service scheduling, dispatch coordination and resource planning to maximize engineer utilization and customer responsiveness.
- Ensure customer enquiries, service requests, order fulfilment and escalations are managed within agreed service levels.
- Act as the primary escalation point for complex customer issues, ensuring timely resolution through effective cross-functional collaboration.
- Coordinate closely with Field Service Engineers to resolve customer issues, optimize service execution and improve first-time fix performance.
- Maintain high levels of customer satisfaction through proactive service management and operational excellence.
Technical Support & Service Excellence
- Coordinate technical support activities to ensure customers receive timely and effective product support for chromatography and mass spectrometry (MS) solutions.
- Ensure warranty claims and service escalations are processed accurately and within defined timelines.
- Provide operational support to Customer Service, Sales and Marketing teams on technical service-related matters.
- Support product and application training initiatives for Thermo Fisher colleagues and channel partners.
- Organize and maintain technical documentation, knowledge management resources and service reference materials.
- Coordinate communication of new product introductions (NPI), software releases, engineering change orders, service bulletins and quality notifications from global teams.
- Facilitate regular technical and operational review meetings with Field Service teams to address recurring issues, improve service quality and share best practices.
- Ensure product quality records and service documentation are maintained in accordance with company quality standards.
Business Performance & Operational Excellence
- Own operational performance across the Care Centre by monitoring key performance indicators including SLA attainment, response time, backlog, productivity, quality and customer satisfaction.
- Drive continuous improvement initiatives focused on Lean principles, process standardization, automation and operational efficiency.
- Analyze operational performance and present business insights, trends and recommendations to regional leadership.
- Develop and maintain management dashboards and operational reports to support business decision-making.
- Ensure compliance with company policies, quality systems and regulatory requirements.
Commercial & Financial Management
- Support achievement of Annual Operating Plan (AOP) objectives by driving operational efficiency, service performance and customer satisfaction.
- Monitor operational expenses, resource utilization and service productivity to support financial commitments.
- Review operational forecasts, identify business risks and implement corrective actions to improve performance.
- Monitor the performance of aftermarket support activities, including field technical support, on-site service delivery, customer training, spare parts fulfilment, repairs and warranty services.
- Partner with regional leadership to improve service profitability, operational efficiency and sustainable business growth.
Cross-functional Collaboration
- Build strong partnerships with Sales, Field Service, Technical Support, Supply Chain, Commercial and Finance teams to deliver a seamless customer experience.
- Participate in regional business initiatives, operational excellence programs and digital transformation projects.
- Collaborate with regional and global stakeholders to align operational priorities, service strategies and customer experience initiatives.
Qualifications
- Bachelor's Degree in Business Administration, Operations Management, Engineering or a related discipline.
- Minimum 7 years of experience in customer service, service operations or technical service within a multinational environment.
- Minimum 3–5 years of proven people leadership experience managing customer service, service operations or technical support teams.
- Experience leading regional or geographically dispersed teams across multiple countries is highly preferred.
- Demonstrated experience driving operational excellence, customer satisfaction and continuous improvement initiatives.
- Experience working within a matrix organization and collaborating with cross-functional stakeholders.
- Proficiency with ERP systems (SAP), CRM platforms and service management tools.
- Experience supporting scientific instruments, laboratory equipment or technical service organizations is advantageous.
Leadership Competencies
- Proven ability to lead, coach and develop high-performing teams.
- Strong stakeholder management and influencing skills across multiple functions.
- Excellent communication, interpersonal and conflict resolution skills.
- Strong analytical and data-driven decision-making capabilities.
- Demonstrated ability to lead change and continuous improvement initiatives.
- Customer-focused with a passion for delivering service excellence.
- Ability to prioritize effectively and make sound decisions in a fast-paced operational environment.
Success Measures
Success in this role will be measured by:
- Customer Satisfaction (CSAT)
- Service Level Agreement (SLA) attainment
- Response and resolution times
- Case backlog management
- Engineer utilization and service productivity
- Employee engagement and team development
- Quality and compliance performance
- Continuous improvement outcomes
- Achievement of Annual Operating Plan (AOP) objectives, including operational efficiency, revenue support and profitability.
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.
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