Sr. Manager, Field Service

Thermo Fisher Scientific • Cambridge, MA

37d • $130,000 - $160,000

About The Position

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner, and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer. The WW Service organization within MSD of Thermo Fisher Scientific strives to offer an outstanding customer experience for the entire life cycle of our products. The Sr. Manager, Field Service role will be responsible for delivering outstanding customer support for all North East Region accounts in the Americas Science region. Reporting into the Americas Science Director of Service. The Sr. Manager, Field Service is responsible for leading a geographic region and leadership team performing installation, service, and repair of sophisticated equipment and systems. Provide direction and support for field service team by establishing processes, procedures and serving as mentor. Work in concert with customer and Thermo Fisher Scientific commercial team to ensure that all requirements and service metrics, as outlined in the contract/agreement, are met on a consistent basis. Act as liaison on behalf of customer and Thermo Fisher Scientific with profit and loss (P&L) responsibility for approximately $30M. Collaborates with key account customers to understand their business needs and strategic objectives, builds relationships with decision-makers and identifies, develops, and closes enterprise services business opportunities. Collaborates with our transformation organization to support Thermo Fisher strategy implementation. Identify and support collaborative business opportunities and overcome obstacles. Ensures all activities are carried out in accordance with Thermo Fisher Scientific policies, ethics, and applicable laws. Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of more than $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 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.

Requirements

• Bachelor’s degree or equivalent in a related field.
• 8+ years of meaningful professional experience within a related industry.
• 5-7 years of shown experience in servicing capital equipment and customers.
• 3-5 years of demonstrated ability running/leading service organizations within a medium – large scale company.
• Exceptional verbal and written communication skills are required.
• Demonstrated ability to work with cross-functional teams at all levels from individual contributors to executives.
• Prior experience with international customers essential.
• Outstanding influencing and leadership skills.
• Demonstrated ability to inspire change based on collaboration within organizations.
• Strong business leadership skills.
• Must demonstrate proficiency with cases, contracts, and negotiation, etc.
• Position requires significant travel.
• Must have the ability to acquire a valid passport and travel internationally as required.

Responsibilities

• Strategies for effective support of customers are developed, agreed, and implemented.
• Customer satisfaction is maintained and improved per targets
• Leading and owning regional customer fulfillment to ensure service and timely resolution of critical issues
• Revenue / Margin goals and resourcing levels are understood and achieved.
• Appropriate service account management (i.e., site management) capabilities are established at each customer site, together with required technical skills.
• Refinement and continuous improvement of service delivery infrastructure
• Service revenues and costs are maintained aligned with business plan/budgetary requirements.
• Owning service business P&L and working alongside finance and operations counterparts to ensure success.
• Key reporting and metrics are set up and maintained for each region and site
• Support product quality and reliability improvements as indicated by data derived from your region.
• Represent TFS at customer meetings in your region.
• Be responsible for the service delivery portion of TFS’s system lifecycle to our customers
• Always represent and promote TFS’s 4i values and commitment.

Benefits

• A 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 paid time off (PTO), 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, such as our competitive 401(k) U.S. retirement savings plan
• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees