Sr. Manager Customer Site
About The Position
The Senior Strategic Solutions Manager is the primary contact and strategic partner for key customers. The role leads high-value customer relationships, grows and expands existing business, and ensures committed services deliver measurable customer value. The manager leads a cross-functional, on-site team and works across a matrixed organization to improve performance, resolve issues, identify efficiencies, and strengthen customer satisfaction. The position oversees service delivery, customer performance reviews, operational improvement, supply chain and inventory control across multiple locations, and reporting of customer value and business metrics. It also supports team hiring, training, performance management, development, cross-training, career growth, and succession planning. The role follows a standard Monday-through-Friday schedule, with flexibility as business and customer requirements demand. It involves remote office work and approximately 75% local travel to customer sites. Employment is contingent on successfully completing Thermo Fisher’s pre-employment screening, including a background check and drug test, as well as any customer-required screening, credentialing, or badging.
Requirements
- Master’s degree and at least 4 years of experience, or bachelor’s degree and at least 6 years of experience.
- 8–10 years of supervisory or leadership experience, including people management.
- Experience managing complex initiatives in a matrixed environment with broad, high-value impact.
- Strong leadership and supervisory skills, including the ability to lead, coach, influence, and motivate a large team.
- Excellent interpersonal skills and the ability to work effectively with employees, customer stakeholders at all levels, and colleagues.
- Strong organization, negotiation, and communication skills.
- Customer advocacy, sound judgment, and a self-directed approach.
- Effective change management skills and the ability to adapt as priorities evolve.
Nice To Haves
- A degree in a scientific field, such as chemistry, biochemistry, or chemical engineering, or a business-related field is preferred.
- Experience in the pharmaceutical or a comparable industry is preferred.
Responsibilities
- Lead, coach, and develop a cross-functional team of on-site service specialists.
- Participate in hiring, training, performance management, and employee development.
- Promote collaboration, open communication, and a positive team environment grounded in Thermo Fisher’s values.
- Ensure delivery of the committed scope of services.
- Lead customer performance reviews and document the value created for the customer.
- Monitor service levels, productivity, attendance, and performance metrics to ensure customer needs are met and high-quality service is consistently delivered.
- Serve as the liaison between the customer and Thermo Fisher.
- Identify process issues and operational opportunities, recommend solutions, develop action plans, and lead process improvement initiatives.
- Manage supply chain and inventory control functions across multiple locations.
- Assess employee training needs, arrange development opportunities, and ensure cross-training.
- Support employees’ career growth and succession planning.
- Quantify customer value through data collection and reporting.
- Develop and maintain standard operating procedures, performance indicators, and processes that support department and customer objectives.
- Report business metrics, track trends, identify opportunities, and serve as a resource for the sales team and customer on service, savings, and performance improvement.
- Lead performance measurement and optimization, including customer scorecard reviews, talent assessments, variance resolution, and communication of customer metrics across the organization.
- Attend and participate in quarterly business reviews at customer sites.
- Conduct site audits and annual physical inventory.
- Perform other duties as assigned.
Benefits
- Choice of national medical and dental plans, and a national vision plan, including health incentive programs.
- Employee assistance and family support programs, including commuter benefits and tuition reimbursement.
- At least 120 hours of paid time off (PTO) and 10 paid holidays annually.
- Paid parental leave: 3 weeks for bonding and 8 weeks for caregiver leave.
- Accident and life insurance, and short- and long-term disability in accordance with company policy.
- Retirement and savings programs, including a competitive 401(k) U.S. retirement savings plan.
- Employees’ Stock Purchase Plan (ESPP), offering eligible colleagues the opportunity to purchase company stock at a discount.
- May be eligible for a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
