Field Service Sr Manager Electron Microscopy

Work Schedule

Environmental Conditions

Job Description

As part of the Thermo Fisher Scientific team youll 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 worlds toughest challenges like protecting the environment making sure our food is safe or helping find cures for cancer.

Location/Division

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 California accounts in the Americas Science region.

Discover Impactful Work:

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 $33M.

A day in the Life:

• 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 TFSs system lifecycle to our customers
• Always represent and promote TFSs 4i values and commitment.
• Collaborates with key account customers to understand their business needs and strategic objectives builds relationships with decisionmakers 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.

Keys to Success:

Education

• Bachelors degree or equivalent in a related field.
• 8 years of meaningful professional experience within a related industry.

Experience

• 57 years of shown experience in servicing capital equipment and customers.
• 35 years of demonstrated ability running/leading service organizations within a medium large scale company.

Knowledge Skills Abilities

• Exceptional verbal and written communication skills are required.
• Demonstrated ability to work with crossfunctional 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.

Our Mission is to enable our customers to make the world healthier cleaner and safer. Watch as our colleagues explain5 reasons to work with us. As a distributed team of 100000 colleagues we share a common set of values Integrity Intensity Innovation and Involvement working together to accelerate research solve sophisticated scientific challenges drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific where diverse experiences backgrounds and perspectives are valued. Apply today!

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

Compensation and Benefits

For more information on our benefits please visit: Experience:

Manager