Field Service Operations Manager

Há 6 dias

São Paulo, São Paulo, Brasil Thermo Fisher Scientific Tempo inteiro

Job Summary

We are seeking a highly skilled Field Service Operations Manager to lead our field service team in delivering exceptional service to our customers. As a key member of our team, you will be responsible for managing and optimizing field service operations, ensuring customer satisfaction, and driving business growth through efficient and effective service delivery.

Key Responsibilities

  • Team Management
    • Guide and inspire a team of field service engineers to deliver high-quality services to customers.
    • Supervise and coordinate the activities of field service engineers, including assigning tasks, managing schedules, and providing mentorship and support.
  • Service Delivery
    • Ensure the effective and timely delivery of field services to customers, including installation, maintenance, repairs, and troubleshooting.
  • Quality Control
    • Implement and maintain quality control processes to ensure that services are delivered to the highest standards, meeting customer expectations and company requirements.
  • Resource Allocation
    • Manage and optimize the allocation of resources, such as personnel, tools, equipment, spare parts, and materials, to ensure efficient service delivery.
  • Customer Relationship Management
    • Build and maintain positive relationships with customers, addressing their concerns, and providing excellent customer service throughout the service delivery process.
  • Performance Monitoring
    • Conduct performance evaluations and offer opportunities for coaching and growth.
    • Track and analyze key performance indicators (KPIs) to assess the performance of the field service team, identifying areas for improvement, and implementing corrective actions as necessary.
  • Training and Development
    • Identify training needs for the field service team, provide training programs, and continuously develop their skills and knowledge to improve their performance.
  • Safety Compliance
    • Ensure compliance with health and safety regulations and company policies to maintain a safe working environment for the field service team and customers.
  • Collaboration
    • Collaborate with other departments, such as sales, technical support, and customer support, to coordinate service activities, address customer needs, and contribute to overall business objectives.

Requirements

  • Education
    • Higher-level qualification in an engineering or chemistry field.
  • Experience
    • Strong leadership and management skills.
    • Previous management/team lead experience.
    • Experience in a technical service environment, leading people and reorganizing processes and organizations.
    • CRM knowledge and experience with quality KPIs.
  • Skills
    • Excellent verbal and written communication skills.
    • Ability to work across all levels, functions, and regions.
    • Demonstrated interpersonal skills with the ability to handle multiple tasks with different priorities.
    • Multicultural management experience is helpful.
    • Excellent interpersonal, self-motivational, and negotiation skills.
    • Portuguese, English (Spanish is a plus) skills, both verbal and written.
    • Driving license.
    • Willingness to travel mainly within Latam.

About Us

At Thermo Fisher Scientific, we are committed to enabling our customers to make the world healthier, cleaner, and safer. We are a global leader in serving science, with a singular mission to make a meaningful difference in people's lives.

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