Director, Services and Support

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Director, GSS Japan

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $40 billion. Our mission is to enable our customers to make the world healthier, cleaner, and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies, or increasing efficiency in their laboratories, we are here to support them. Our team of more than 100,000 colleagues delivers an outstanding combination of innovative technologies, purchasing convenience, and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon, and PPD. For more information, please visit thermofisher.com.

Position Summary:

We are looking for a dynamic Director to lead our GSS team in Japan. This team, consisting of 100+ colleagues, combines our Technical Support and Field Service teams. As the Director of GSS Japan, you will play a key role in driving commercial success, shaping strategy, and developing a highly profitable organization.

Key Responsibilities:

• Develop and implement the business strategy to enhance customer relationships throughout the product lifecycle.
• Implement global initiatives in Japan and manage relationships with commercial leaders to influence decisions and ensure execution.
• Be responsible for P/Lcovering functions such as Field Service, Technical Support, Sales, Marketing, and Operations.
• Own the transformation of the service and support organization into a profit center by integrating Technical Support and Field Service teams and optimizing resources.
• Support career development of key team members, perform annual and mid-year performance reviews, and set individual and team goals.
• Ensure standard work and performance metrics to monitor and communicate operational performance.
• Foster a culture of continuous improvement, identifying key areas for enhancement.
• Ensure accurate execution of customer transactions in accordance with procedures and regulations.
• Analyze metrics and customer data to develop improvement strategies.

Required Qualifications:

• Degree or equivalent business qualification.
• Proven success in leading a team, including mentorship and development.
• Experience in resource management and planning with strong commercial competence.
• Successful leadership experience in a multi-channel customer service environment.
• Experience in process development and improvement using Practical Process Improvement (PPI).
• Strong leadership and interpersonal skills, with the ability to encourage mid-level managers.
• Fluency in English.

Why Thermo Fisher Scientific:

Our mission is to enable our customers to make the world healthier, cleaner, and safer. Join us and be part of a team that shares common values of Integrity, Intensity, Innovation, and Involvement. Watch as our colleagues explain 5 reasons to work with us. #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 based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status.