[Remote] Sr. Manager, Field Service at Thermo Fisher Scientific

Massachusetts, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Scientific Instruments, Life Sciences, BiotechnologyIndustries

Requirements

Bachelor’s degree or equivalent in a related field
8+ years of meaningful professional experience within a related industry
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
Exceptional verbal and written communication skills
Demonstrated ability to work with cross-functional teams at all levels from individual contributors to executives

Responsibilities

Lead 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 with customers and Thermo Fisher Scientific commercial team to ensure all requirements and service metrics in contracts/agreements are met consistently
Act as liaison on behalf of customers and Thermo Fisher Scientific with P&L responsibility for approximately $30M
Develop, agree, and implement strategies for effective customer support
Maintain and improve customer satisfaction per targets
Lead and own regional customer fulfillment to ensure service delivery and timely resolution of critical issues
Achieve revenue/margin goals and appropriate resourcing levels
Establish appropriate service account management capabilities and required technical skills at each customer site
Refine and continuously improve service delivery infrastructure
Maintain service revenues and costs aligned with business plan/budgetary requirements
Own service business P&L and collaborate with finance and operations counterparts for success
Set up and maintain key reporting and metrics for each region and site
Support product quality and reliability improvements based on regional data
Represent Thermo Fisher Scientific at customer meetings in the region
Be responsible for the service delivery portion of TFS’s system lifecycle to customers
Represent and promote TFS’s 4i values and commitment
Collaborate with key account customers to understand business needs and strategic objectives, build relationships with decision-makers, and identify, develop, and close enterprise services business opportunities
Collaborate with transformation organization to support Thermo Fisher strategy implementation
Identify and support collaborative business opportunities and overcome obstacles
Ensure all activities are carried out in accordance with Thermo Fisher Scientific policies, ethics, and applicable laws

Skills

Key technologies and capabilities for this role

Field Service ManagementCustomer SupportTeam LeadershipInstallationService RepairProcess DevelopmentContract ManagementP&L ResponsibilityCustomer SatisfactionEquipment Maintenance

Questions & Answers

Common questions about this position

What is the compensation or P&L responsibility for this role?

The role comes with profit and loss (P&L) responsibility for approximately $30M.

Is this position remote or office-based?

This information is not specified in the job description.

What are the key responsibilities or skills needed for the Sr. Manager, Field Service role?

The role requires leading a geographic region and leadership team for installation, service, and repair of equipment; establishing processes and mentoring the team; managing customer support to meet service metrics and contracts; and owning regional P&L with revenue/margin goals.

What is the company culture like at Thermo Fisher Scientific?

The company emphasizes meaningful work with positive global impact, enabling customers to make the world healthier, cleaner, and safer, while promoting the 4i values and providing resources for career goals.

What makes a strong candidate for this Sr. Manager role?

Strong candidates will have leadership experience in field service for sophisticated equipment, skills in process establishment and mentoring, P&L management capabilities, and the ability to drive customer satisfaction, revenue goals, and service improvements.

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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