SEA Service and Customer Care Lead

Job Description :

Work Schedule

Environmental Conditions

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

This role is based in Southeast Asia (SEA) within the Service & Customer Care (SCC) team. You will focus on Installed Base (IB) and Contract Management (OTC).

Discover Impactful Work:

Join us in encouraging operational excellence and innovation. You will play a key role in ensuring flawless service delivery and customer happiness.

A day in the Life:

• Be responsible for coordinating accurate IB record creation and updates while managing the full contract lifecycle, including PO processing, CSA creation, renewals, extensions, and billing alignment.
• Ensure seamless linkage across IB, CSA, warranties, and entitlements, and resolve sophisticated discrepancies or system-related data issues to support accurate service delivery.
• Ensure timely, accurate, and standardized installation and PM ticket creation and readiness across SEA to support consistent service delivery.
• Develop and maintain SOPs/WIs drive process governance and standardization across SEA.
• Manage operational metrics, analyze trends, and partner with in-country teams to improve performance, accuracy, and service delivery.
• Lead training, capability building, and coaching for specialists and SMEs across SEA.
• Drive root cause analysis (RCCM), operational improvements, and Lean/PPI initiatives.
• Support or lead regional digital transformation, system deployments, data migration, and automation projects.
• Act as SEA point of contact for complicated contract, entitlement, or IB-related block issues.
• Contribute to regional strategy, readiness assessments, and operational maturity planning.

Keys to Success:

• Ensures high accuracy and timely processing of contract POs, billing, installation tickets, and PM dispatch readiness.
• Maintains strong IB data integrity through accurate record creation, updates, and adherence to DM metrics.
• Drives SLA compliance across service operations and supports efficient closure of RCCM actions.
• Proven track record to implement and govern processes strictly.
• Outstanding collaboration and leadership skills.
• Ability to successfully drive continuous improvement initiatives.

Education

• A Bachelor's degree or equivalent experience in Business, Operations, Supply Chain, Engineering, or a related field is required.

Experience

• 5-8 years of experience in service operations, contract management, or related fields and regional leadership and transformation projects.

Knowledge, Skills, Abilities

• Proficient in SAP, Oracle, Salesforce, or other service lifecycle systems.
• Strong data governance and analysis capabilities.
• Excellent communication and collaborator influence skills.
• Team / people management experience highly preferred

Physical Requirements / Work Environment

This role may involve occasional travel within the SEA region to collaborate with cross-country teams and ensure regional standardization.

Benefits

We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific provides an innovative, forward-thinking work environment with outstanding career and development opportunities. Join us and be part of a setting that embraces 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

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