Service Manager Laboratory Instruments

Work Schedule

Environmental Conditions

Job Description

The Customer Site Manager is a central role in Thermo Fisher Scientifics Asset Management Services. In this role you will act as the account manager for a Strategic Account and will handle client relationships ensuring customer satisfaction and driving financial performance. Additionally the Customer Site Manager works closely with internal teams including customer service technical support and Engineering to ensure the timely and effective delivery of ULS services.

The ideal candidate will be based in the US with strong preference for the Northeast region. There is regular travel to customer sites in Andover/Cambridge MA; Groton CT; St Louis MO; Pearl River NY; and other select locations around the U.S.

Key Tasks and Responsibilities:

In this role you will be leading a team of Site Supervisors and other team members focused on driving successful operations in all aspects of the Asset Management activities:

• Accountable for the delivery of a successful Asset Management Services program ensuring that operational metrics and SLAs meet or exceed customer expectations according to the statement of work.
• Develop and maintain positive and professional working relationships with clients service suppliers and Thermo Fisher staff in a dynamic crossfunctional network of people with different backgrounds and areas of expertise.
• Responsible for compliance and performance of service suppliers ensuring customer requirements are met.
• Drive issue and complaint resolution removing roadblocks and barriers to until effectively resolved.
• Accountable for the financial performance and annual targets for revenues and profitability are met or exceeded.

Team management

• Establish effective leadership and be accountable to train and develop direct reports.
• Ensures teams safety and wellbeing living up to high ethical standards and in compliance with laws and regulations.

What does a successful profile look like

• Minimum education requirement is a Bachelor degree and 7 years of experience in a customercentric leadership role. Preferably in one or more of the following areas: Pharma Biotech Medical and/or Chemical Laboratories Healthcare or Facilities.
• 5 years of direct people management experience with ability to influence and communicate effectively.
• Previous demonstrated experience with customerfacing role. Proficiency in driving customer allegiance and growing existing customer base.
• Build collaborative relationship with business partners across different levels functions and regions with high motivation drive and positive demeanor.
• Embrace a continuous improvement mentality! Be part of the solution!

• Travel domestically up to 2550. Occasional international travel may be required.

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

This position may also be eligible to receive a variable annual bonus based on company team and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on which includes:

• 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 longterm 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

For more information on our benefits please visit: Experience:

Manager