Service Manager

Work Schedule

Environmental Conditions

Job Description

JOB PROFILE:

National Service Manager Brazil Customer Management

About Company:

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science with annual revenue of approximately $44 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 analytical challenges growing efficiency in their laboratories improving patient health through diagnostics or developing and manufacturing life-changing therapies we are here to support them. Our distributed team 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. Our Innovative Laboratory technologies & Services makes it easier for customers.

About Us:

Here at Thermo Fisher Scientific our industry-leading scale means unparalleled commercial reach unique customer access and a global footprint. Our broad customer basefrom research and clinical to commercial productionenables you to have a meaningful and far-reaching impact all while working in an environment where you are supported valued and rewarded for your performance.

Role Summary

Lead and manage the Brazil service business organization for In Vitro Diagnostics division. This role is responsible for driving customer satisfaction achieving revenue and booking targets align with Operating Plan and ensuring operational excellence across service delivery.

Key Responsibilities

Service Operations & Delivery

• Manage and optimize resource deployment through service regions
• Improve service processes to ensure faster response time and high-quality service delivery
• Develop contingency plans to address operational challenges

Customer Experience & Relationship Management

• Enhance customer experience to drive repeat business
• Maintain strong customer relationships with a customer-centric approach
• Handle escalations conflicts and crisis situations effectively

Commercial Excellence

• Forecast and drive quarterly service parts inventory
• Identify opportunities in service contracts spares and aftermarket business
• Provide value-based solutions with regional teams

Cross-functional Collaboration

• Coordinate with internal teams and global factories for warranty and post-warranty support
• Collaborate with Sales Supply Chain Finance and Project Management teams

Financial & Inventory Management

• Manage inventory
• Ensure service cost targets operations and meet financial objectives

Team Leadership & Development

• Lead coach and develop service teams including application and field engineers
• Identify capability gaps and drive continuous development initiatives
• Align team goals with broader organizational objectives

REQUIREMENTS:

• Advanced Degree plus 6 years of experience or Bachelors Degree plus 8 years of experience in technical service experience in analytical & diagnostics instruments laboratory equipment or related industry
• Preferred Fields of Study: Engineering Sciences Business or related field
• Additional certifications in service management or process improvement methodologies beneficial
• 3-5 years proven people management experience leading field service teams
• Strong technical aptitude with ability to understand complex analytical instrumentation
• Demonstrated success growing business and achieving revenue targets
• Excellence in customer relationship management and problem resolution
• Proven experience implementing service strategies and operational improvements
• Demonstrated ability to coach develop and support field service teams
• Strong project management and organizational skills
• Proficiency with CRM systems Microsoft Office suite and service management tools
• Strong written and verbal communication skills
• Ability to travel up to 25-50% within assigned territory
• Valid drivers license and clean driving record required
• Multilingual skills valuable for international roles Advanced/fluent English
• Experience with regulated environments (GMP/GLP) preferred
• Experience with managing Key accounts customers

Core Competencies

• Strong knowledge of business & Customer in IVD market
• Proven ability to drive commercial results (revenue bookings forecasting pricing profitability)
• Understanding of P&L DSO and service KPI metrics
• Excellent communication (written and verbal)
• Strong leadership and team management skills
• Strategic thinking and problem-solving ability
• Ability to handle ambiguity and make effective decisions
• Customer-focused with strong escalation management skills
• Experience working cross-functionally with multiple stakeholders

Additional Requirements

• Ability to think innovatively and drive business strategies
• Strong negotiation and influencing skills
• Capability to manage high-pressure situations and deliver results

Benefits

We offer competitive remuneration annual incentive plan bonus healthcare and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative forward-thinking organization and outstanding career and development prospects. We offer an exciting company culture that stands for integrity intensity involvement and innovation! At Thermo Fisher Scientific each one of our 120000 extraordinary minds have a unique story to tell. Thermo Fisher is committed to crafting a diverse work environment that values and respects individuals from all backgrounds.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race color religion sex sexual orientation gender identity national origin protected veteran status disability or any other legally protected status evidence and rationale.