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Service Operations Supervisor, EPM(PM)

2 months ago

Shanghai, Shanghai, China Thermo Fisher Scientific Full time
Position Overview

As a Field Service Supervisor for EPM(PM), you will oversee a dedicated team of service engineers and technicians, ensuring the delivery of prompt and effective service solutions to our valued customers.

Key Responsibilities
  • Lead and mentor a team of service professionals to address customer requirements and implement service strategies efficiently.
  • Engage with cross-functional teams to facilitate the resolution of customer issues and enhance service delivery.
  • Travel to various customer locations, including laboratories and manufacturing sites, to provide on-site support.
  • Manage the EPM instruments service delivery team, focusing on operational excellence and customer satisfaction.
  • Drive business development initiatives in collaboration with area service sales.
  • Develop and standardize service processes and procedures to align with industry regulations and best practices.
  • Utilize PPI tools to continuously refine repair workflows, aiming to boost efficiency and enhance customer experiences.
  • Maintain strong relationships with customers, addressing inquiries and resolving issues promptly.
  • Ensure effective communication regarding repair status and updates.
  • Promote and implement EHS management practices, identifying potential hazards and enforcing safety measures.
  • Foster a positive and collaborative work environment, encouraging teamwork and a culture of continuous improvement.