Job Title : Head - Service Sales
Job Location : Mumbai
Reporting to : Senior Director Service - CMD
Manages, organizes, directs, plans, controls and coordinates all Service Sales activities for the division.
Head Service Sales is responsible to achieve all Service related targets as defined for revenues, profit, service bookings and Commercial excellence for all products, along with a high level of customer satisfaction and loyalty.
Contributes to the division to Policies, Processes and general Service Guidelines in line with the Indian Service Strategy.
Responsible to actively work together with the Service-Sales Managers & Sales Managers in order to achieve the general harmonization of Business practices required to create a growth oriented business environment
Service Sales -
Establish strategic and operational plans, budgets and programs consistent with the overall Services strategy in order to achieve goals outlined in the annual operating plan (AOP) and Strategic Plan (STRAP).
Services plans and objectives are focused on :
Improving account profitability (i.e. responsible for productivity improvements through Practical Process Improvement PPI initiatives, leveraging best practices throughout the organization)
Service Sales expense cost control to budget
Improving account retention
Increasing account growth for all service delivery
Achieving a high level of customer satisfaction (owner of the Customer Allegiance Program for all Services and driving improvement projects)
Development / support of the Services Strategic Plan (STRAP)
People management; hires and develops staff, to ensure team members are successful and that high quality personnel are maintained within the organization
Provides leadership and / or sponsorship of key initiatives such as PPI (productivity improvements, improving service excellence, strategic sourcing, vendor management, cross-
division initiatives, etc.)
Participates as an active member in the Service Leadership Team to help the SLT achieve their goals and objectives
Define and implement efficient, effective and customer focused processes for order entry, order fulfillment and invoicing.
Own the effective, efficient and customer focused execution of customer services processes in designated division.
Lead and steer a team of local Service Sales managers for proper execution of agreed processes so that local and India goals can be met.
With input from local teams, gather monthly commercial performance metrics as basis for analysis and continuous improvement.
Use these metrics for improvement follow-up.
Be the owner of CAS results for Order Fulfillment in the country. Align processes and execution of processes in order to meet and / or exceed CAS targets.
Decision Making Authority
Makes hiring decisions
Determines performance levels, provides performance reviews, provide appresals.
Develops and submits forecast in accordance with plans
Negotiates on behalf of Thermo Fisher regarding service sales costs (with clients and vendors) as required
Determines Corrective action paths for customer escalation events and drives to resolution
Specific Scope Data
Responsible for the implementation of all Services programs
Responsible for meeting Revenue Goals of the Services
Develop and operate within defined budgets
Attend Trade shows and conferences to promote Services.
Candidate Requirement :
Education & Experience levels :
Bachelors engineering degree or equivalent experience
Experience managing and building high performance service sales teams
Nature of experience :
Excellent people selection, assessment and coaching skills
Ability to manage remote employees
Experience in strategic planning and implementing innovative service sales strategies
Experienced at setting goals and monitoring performance to goals
Experience in driving customer allegiance and growing existing customer base
Experience in one or more of the market segments served by the Services Organization
Experience working successfully within a matrix environment
Knowledge Required :
Outstanding communication skills both oral and written (excellent listener, ability to establish rapport with clients and colleagues, communicates persuasively and with integrity, effective negotiator, excellent presentation skills) in English and local language
Self-starter, highly motivated leader with a strong bias for action / execution (a proven track record of actions and results that demonstrate initiative)
Demonstrated leadership abilities with proven success in developing teams and developing direct reports
Minimal direct supervision required
Enthusiastic / Positive attitude
Ability to travel (averaging approximately 60%)
Cultural sensitivity and awareness