Regional Service and Customer Care Lead – Malaysia, Indonesia and Vietnam

Work Schedule Standard (Mon-Fri) Environmental Conditions Office Job Description About Thermo Fisher Scientific When you join Thermo Fisher Scientific, you'll do meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life—enabling our customers to make the world healthier, cleaner and safer. With revenues exceeding $40 billion and the largest investment in R&D in the industry, we provide our people with the resources, opportunities and support to build rewarding careers while making significant contributions to the world.

Summary As the Regional Service and Customer Care Lead for Malaysia, Indonesia and Vietnam, you will lead the regional Service and Customer Care organization to deliver exceptional customer experience, operational excellence and business performance. You will be accountable for leading a multi-country team responsible for customer care, service coordination and operational support, while partnering closely with Sales, Field Service, Technical Support, Supply Chain and Commercial teams to achieve service excellence and business objectives. This role combines strategic people leadership with operational execution. You will drive continuous improvement, optimize service delivery, develop high-performing teams and ensure the successful execution of regional service operations. The successful candidate will be an experienced people leader with a proven track record of driving operational excellence and delivering measurable customer and business outcomes within a complex, matrix organization.

People Leadership Lead, coach and develop a high-performing regional Service and Customer Care team supporting Malaysia, Indonesia and Vietnam. Foster a culture of accountability, collaboration, customer focus and continuous improvement. Establish clear performance expectations and drive employee development through regular coaching, performance reviews and succession planning. Lead workforce planning, recruitment, onboarding and capability development to support business growth. Drive employee engagement and build an inclusive, high-performance team culture. Regional Service & Customer Care Operations Lead day-to-day regional Service and Customer Care operations to ensure timely, efficient and consistent service delivery. Oversee service scheduling, dispatch coordination and resource planning to maximize engineer utilization and customer responsiveness. Ensure customer enquiries, service requests, order fulfilment and escalations are managed within agreed service levels. Act as the primary escalation point for complex customer issues, ensuring timely resolution through effective cross-functional collaboration. Coordinate closely with Field Service Engineers to resolve customer issues, optimize service execution and improve first-time fix performance. Maintain high levels of customer satisfaction through proactive service management and operational excellence. Business Performance & Operational Excellence Own operational performance across the Care Centre by monitoring key performance indicators including SLA attainment, Order-to-Cash (OTC) and Order fulfilment metrics, Inventory management metrics, backlog, productivity, quality and customer satisfaction. Drive continuous improvement initiatives focused on Lean principles, process standardization, automation and operational efficiency. Analyze operational performance and present business insights, trends and recommendations to regional leadership. Develop and maintain management dashboards and operational reports to support business decision-making. Ensure compliance with company policies, quality systems and regulatory requirements. Commercial & Financial Management Support achievement of Annual Operating Plan (AOP) objectives by driving operational efficiency, service performance and customer satisfaction. Monitor operational expenses, resource utilization and service productivity to