Thermo Fisher Scientific

Field Service Senior Manager (NW) (Semiconductor)

Arizona, United States

Not SpecifiedCompensation
Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Semiconductor, Scientific InstrumentationIndustries

Job Summary

Employment Type: Full time Work Schedule: Standard (Mon-Fri) Environmental Conditions: Office

As part of the Thermo Fisher Scientific team, you’ll 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 world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Location/Division

The Service organization within Material & Structural Analysis Division (MSD) of Thermo Fisher Scientific strives to offer an outstanding customer experience for the entire life cycle of our products. The Senior Manager, Field Service role will be responsible for delivering outstanding customer support for all Northwest Region (AK, WA, OR, ID, MT, ND, SD, MN, IA, WY, NV, UT, CO, AZ, NM, NE) 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 $30M.

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 TFS’s system lifecycle to our customers.
  • Always represent and promote TFS’s 4i values and commitment.
  • Collaborates with key account customers to understand their business needs and strategic objectives, builds relationships with decision-makers 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

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 shown experience in 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 are required.
  • Demonstrated ability to work with cros

Skills

Field Service Management
Customer Support
Equipment Installation
Equipment Service
Equipment Repair
Process Development
Mentorship
Contract Management
Profit and Loss Management
Team Leadership

Thermo Fisher Scientific

Provides life sciences products and services

About Thermo Fisher Scientific

Thermo Fisher Scientific offers a variety of products and services that support scientific research and healthcare, including laboratory equipment, reagents, and software solutions. Their products are used in applications like protein biology, real-time PCR, and sequencing, serving clients such as academic institutions and pharmaceutical companies. Unlike competitors, Thermo Fisher emphasizes customer support and education, helping clients optimize their experiments. The company's goal is to be a leading provider of life sciences solutions that contribute to a healthier and safer world.

Waltham, MassachusettsHeadquarters
1956Year Founded
$17MTotal Funding
IPOCompany Stage
Biotechnology, HealthcareIndustries
10,001+Employees

Risks

Increased competition in single-use bioprocessing may impact market share.
Sale of anatomical pathology business could create a temporary product gap.
Investment in miDiagnostics may face regulatory challenges affecting returns.

Differentiation

Thermo Fisher offers a comprehensive range of life sciences products and services.
Their well-known brands include Thermo Scientific, Applied Biosystems, and Invitrogen.
They provide strong customer support and educational resources to optimize client workflows.

Upsides

Expansion of biologics production facility enhances capacity for precision biologics monitoring.
Investment in miDiagnostics aligns with demand for rapid diagnostic solutions in BioPharma.
Collaboration with Mainz Biomed positions them in the growing cancer detection market.

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