Sr Manager, Field Service, Electron Microscopy at Thermo Fisher Scientific

Tokyo, Japan

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Not SpecifiedCompensation

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

Full TimeJob Type

UnknownVisa

Scientific Instruments, Life SciencesIndustries

Requirements

BS/BA degree in Science, Engineering, Business, Operations or related field. Master’s degree preferred
Experience leading field service teams required
5-8 years management experience required
Multimillion-dollar P&L experience preferred
Demonstrated customer service skills
Detail oriented, problem solver, promotes team environment
Computer/software skills (i.e. Outlook, Excel, Word, PowerPoint)
Demonstrated verbal, written and presentation skills
Must be able to read, write and speak English fluently
Excellent financial analysis and business acumen, negotiation, and project management skills
Ability to work under pressure, with a proven ability to make decisions with minimal direct supervision
Highly effective leadership, adept at team building and experienced in change management
Must possess the leadership and management skills to be able to lead, coach and empower a large group of employees along with excellent interpersonal skills to relate with employees at various levels of the organization
Strong analytical and critical thinking abilities to make timely decisions while functioning in a fast-paced changing work environment
Proficient verbal and written communication skills; including experience in writing SOP’s and presentation skills
Proven ability in leading multiple concurrent issues and prioritizing staff workloads
Overall understanding of service management, customer happiness

Responsibilities

Lead a cross functional team of field service engineers and supervisors. Responsible for complete employee management lifecycle: new hire selection, training, and performance evaluation
Ensure full delivery of contractual scope of work, meeting regional Key Performance Indicators
Develop and implement regional strategies aimed at complementing higher level initiatives, strategy and goals
Act as liaison between customer and Thermo Fisher Scientific
Create/refine processes, identify process issues, recommend solutions, develop corrective action plans, identify operational efficiencies/deficiencies through process improvement initiatives, and promote best practices
Creates performance indicators, tracks trends, and implements best practices. Report on business metrics, target and define new opportunities, act as resource for sales team and customers in the area of service, savings and opportunities
Attend training classes and regional meetings as needed
Support continual process improvement to enhance operations with the goal of providing outstanding customer service. Leads improvement teams and mentors’ field-based personnel
Evaluate employee training needs, identifies areas of improvement and arranges for needed training and development
Analyzes/maintains/reconciles various customer and company reports to ensure stakeholder requirements are met
Promote personal growth and development by staying abreast of new policies and enhancements
Listen to customer concerns, effectively diffuses dissatisfaction, and quickly identifies course of action
Access & use Thermo Fisher Scientifics’ Intranet and SharePoint document management system
Represent Thermo Fisher Scientific throughout customer locations professionally and positively
Perform other duties as assigned by management

Skills

Field Service

Electron Microscopy

Team Leadership

Process Improvement

KPI Management

Employee Training

Performance Evaluation

Contract Management

Strategic Planning

Customer Liaison

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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