Channel Service Manager LSI
Share
Job Location:
Monthly Salary:
Posted on:
17 hours ago
Vacancies:
1 Vacancy
Job Summary
Work Schedule
Standard (Mon-Fri)Environmental Conditions
OfficeJob 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.
Role Overview:
The Channel Service Manager is responsible for driving service delivery excellence revenue growth and customer experience through authorized service partners (channels) for the LSI division. This role ensures consistent service quality operational efficiency compliance and profitable service growth across the channel network while acting as a strong interface between customers channel partners sales and internal service teams.
Key Responsibilities:
- Own end-to-end service performance of authorized service partners for LSI products.
- The Channel Service Manager is responsible for developing managing and strengthening service delivery through channel partners or authorize service providers to ensure superior customer experience scalable service coverage and profitable service expansion.
- Ensure SLA adherence (response time uptime TAT first-time fix rate preventive maintenance compliance).
- Manage onboarding certification and continuous capability development of service channel partners.
- Define and track channel KPIs (service quality customer satisfaction revenue compliance).
- Conduct quarterly business reviews (QBRs) with service partners.
- Ensure partner alignment to Thermo Fisher service standards safety ethics and compliance.
- Act as single point of escalation for key customer service issues involving channel partners.
- Support key account service strategies for strategic and regulated customers (Pharma Biotech QC labs CROs).
- Expanding service coverage efficiently to improve operational excellence and efficiency.
- Partner with service commercial sales operations and planning finance service team and act as voice of customer and channel into the organization.
- This position will actively work on IT CRM deployment initiatives aimed at automating operations related to channel service.
- Will ensure partner compliance and certification by standing quality KPIs across all channels.
- Develop structured capability building and periodic technical audit for channel engineers.
- Drive service revenue and contract growth using digital tools for forecasting monitoring and proactive customer engagement.
Requirements:
- Advanced Degree plus 6 years of experience or bachelors degree plus 8 years of experience in technical service operations or customer support with 1-3 years in management.
- Preferred Fields of Study: Engineering Computer Science Life Sciences Business or related technical field
- Leadership abilities with demonstrated experience in developing and supporting teams
- Strong analytical commercial and problem-solving skills with proven ability to use data and technology to drive business decisions.
- Demonstrated success in service revenue growth contract conversions and operational efficiency.
- Expertise in channel service development and management.
- Proven leadership in driving customer-centric culture and influencing stakeholders in matrix environments.
- Experience leading digital transformation and AI-enabled service initiatives.
Key Performance Indicators:
- Channel partner productivity
- Safety & compliance metrics
- Channel Service revenue growth (YoY)
- Field service CAS and response time.
- First-time fix rate
- Service Revenue & Contract Conversion
- Operational Efficiency & Customer Centricity
- AI/Digital adoption and impact on service outcomes
Required Experience:
Manager
Key Skills
- Restaurant Experience
- Kitchen Experience
- Dealership Experience
- Food Safety Experience
- Management Experience
- Auto Service Management
- Maintenance
- Operations Management
- Cash Handling
- Leadership Experience
- Supervising Experience
- Automotive Service
About Company
Electron microscopes reveal hidden wonders that are smaller than the human eye can see. They fire electrons and create images, magnifying micrometer and nanometer structures by up to ten million times, providing a spectacular level of detail, even allowing researchers to view single a ... View more
