Job Description

Overview Field Service Senior Manager (NW) (Electron Microscopy) – role at Thermo Fisher Scientific. 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. Acts as liaison on behalf of customer and Thermo Fisher Scientific with profit and loss (P&L) responsibility for approximately $30M. Location Northwest Region (AK, WA, OR, ID, MT, ND, SD, MN, IA, WY, NV, UT, CO, AZ, NM, NE) – Northwest United States. Responsibilities Develop and implement strategies for effective customer support. Maintain and improve customer satisfaction against targets. Lead regional customer fulfillment ensuring service and timely resolution of critical issues. Understand and achieve revenue and margin goals and appropriate resourcing levels. Establish site management capabilities at each customer site with required technical skills. Refine and continuously improve service delivery infrastructure. Maintain service revenues and costs aligned with the business plan and budget. Own service business P&L and collaborate with finance and operations to drive success. Set up and maintain key reporting and metrics for each region and site. Support product quality and reliability improvements using regional data. Represent Thermo Fisher Scientific (TFS) at customer meetings in the region. Be responsible for the service delivery portion of TFS’s system lifecycle to customers. Promote and represent TFS’s 4i values and commitment. Collaborate with key account customers to understand business needs, build relationships with decision-makers, and identify opportunities for enterprise services. Work with transformation organization to support Thermo Fisher strategy implementation. Identify and pursue collaborative business opportunities and remove obstacles. Ensure all activities comply with Thermo Fisher Scientific policies, ethics, and applicable laws. Keys to Success Minimum Education Bachelor’s degree or equivalent in a related field. 8+ years of meaningful professional experience within a related industry. Minimum Experience 5-7 years of experience servicing capital equipment and customers. 3-5 years of demonstrated ability running/leading service organizations within a medium – large scale company. Knowledge, Skills, Abilities Exceptional verbal and written communication skills. Ability to work with cross-functional teams at all levels from individual contributors to executives. Prior experience with international customers. Strong influencing and leadership skills with the ability to inspire change through collaboration. Strong business leadership with proficiency in cases, contracts, and negotiation. Significant travel required; must have or be able to obtain a valid passport for international travel. Compensation and benefits: The salary range estimated for this position based in Arizona is $118,100.00–$177,200.00. This position may be eligible for a variable annual bonus. Benefits include medical/dental/vision plans, PTO, holidays, parental leave, retirement plans, and Employee Stock Purchase Plan (ESPP). See total rewards information at Thermo Fisher Scientific. EEO statement: 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. Employment type Full-time Job function Training, Consulting, and Customer Service #J-18808-Ljbffr Thermo Fisher Scientific

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