Job Description

Job Title: Director, APAC Services, Digital Science
Reports to: Senior Director, Services
Department: Analytical Instruments Group
Location: Singapore
Requisition ID: 202932BR

How Will You Make an Impact?
Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $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, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team of more than 100,000 colleagues delivers an unrivaled 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 www.thermofisher.com.
What will you do? Successfully build and lead the Digital Science Asia Pacific services team (oversight over Digital Science services in China, Korea, Japan, Australia, New Zealand, India, and the rest of Southeast Asia) to deliver on business objectives effectively engaging with all parts of the Digital Science business, and customers.
Key Responsibilities:

• Trusted partner and advisor to regional and global sales, marketing, product, services, support teams, and our customers, to drive and sustain business growth in the region.
• Manage the regional, multi-national and multi-cultural Asia Pacific services team to deliver business results while optimizing for skills, efficiency, utilization, and margin.
• Effectively manage customer relationships, proactively engage with customers, and successfully resolve customer escalations.
• Partner with regional sales leadership through all aspects of the sales process to provide timely input into deal structure, delivering well written statements of work and effort estimates, articulating clear and concise responses to customer needs/ tender documents, and effectively anticipating and handling objections.
• Achieve Revenue and Profitability Goals.
• Work with closely with Support, Product Management, and Engineering to assure a positive customer experience.
• Manage customer satisfaction escalations and complaints effectively, prioritizing issues based on customer impact and other factors.
• Track and report on all key performance indicators for services, including but not limited to accurate forecasting of services invoicing, effective delivery capacity planning, and resource utilization across internal and partner personnel.
• Contribute to driving continuous process improvements while ensuring compliance with existing quality management system & business processes.
• Facilitate team and customer meetings effectively; deliver engaging, informative presentations both to internal and external audiences.
• Work closely with the global services organization to implement a consistent Implementation Methodology.
• Build and lead a strong, motivated team through management and personal development of its members, investing adequately in hiring, training, and career development of team members.
• Own and act as an escalation point for department processes.
• Represent services in the quality management representatives’ team.
• Responsible for the timely, accurate billing of service time and expenses.
• Contribute meaningfully to the ongoing evolution of the Global Services organization – attracting and retaining the best talent, simplifying our delivery processes while improving quality, adopting modern tools to support services operations.
• Drive and sustain a culture of continuous improvement, learning, and innovation by engaging with our broader teams and customers to further enhance our product and solutions portfolio, with a focus on accelerating time to value for customers through high quality services delivery and creating reusable services & solutions assets.
• Other duties as seen fit.

• Bachelors or master's degree in CS, Engineering, Life Sciences, or equivalent.
• At least 10 years of relevant experience in building and leading regional enterprise software services teams for life and laboratory sciences markets across Asia Pacific.
• Experience with software and services for clinical diagnostics desirable.
• Demonstrated experience and leadership managing a regional, multi-national informatics software services team to deliver results across customers in the Asia Pacific market, notably, Japan, China, Korea, India, and Australia.
• Experience spanning all aspects of enterprise software services – preferably in life and laboratory science informatics – from pre-sales business analysis and effort estimations through project delivery oversight and successful handover to support.
• General awareness of trends and market conditions, needs, and key players in the life and laboratory informatics space is highly desirable.
• Prior experience in delivering shared objectives in a matrix organization in a global environment, including internal teams and external vendors/ partners.
• Strong business acumen.
• Ability to set and meet expectations.
• Results focused, with a demonstrated track record of consistently getting things done.
• Customer focused.
• Organized with ability to prioritize workload and work under pressure.
• Able to innovate and willing to bring ideas forward, escalate issues and risks in a positive way.
• Flexible team player.
• Able to travel.
• Strong written and oral communication skills.
• Strong interpersonal skills.
• Strong organizational skills.
• Fluency in English, with fluency in Mandarin strongly desirable.
• Demonstrate Thermo Fisher Scientific values – Integrity, Intensity, Innovation, and Involvement.