Thermo Fisher Scientific
Field Service Senior Manager (NW) (Electron Microscopy)
Thermo Fisher Scientific, Chicago, Illinois, United States, 60290
Overview
Field Service Senior Manager (NW) (Electron Microscopy) – Thermo Fisher Scientific. Senior manager responsible for delivering installation, service, and repair of sophisticated electron microscopy equipment across the Northwest Region. Reports to the Americas Science Director of Service and leads a regional field service team to meet contract requirements, drive service metrics, and manage P&L for approximately $30M. Location: Northwest Region (AK, WA, OR, ID, MT, ND, SD, MN, IA, WY, NV, UT, CO, AZ, NM, NE). Responsibilities
Develop, agree, and implement strategies for effective customer support. Maintain and improve customer satisfaction to targets. Lead regional customer fulfillment to ensure service delivery and timely resolution of critical issues. Understand and achieve revenue, margin goals and appropriate resourcing. Establish site 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 plans and budgets. Own service business P&L and collaborate with finance and operations. Set up and maintain key reporting and metrics for each region and site. Support product quality and reliability improvements with regional data. Represent Thermo Fisher Scientific at customer meetings in the region. Be responsible for the service delivery portion of Thermo Fisher’s system lifecycle to customers. Promote and embody Thermo Fisher Scientific’s 4i values: Integrity, Intensity, Innovation, Involvement. Collaborate with key account customers to understand business needs, build relationships with decision-makers, and identify enterprise service opportunities. Work with transformation organization to support Thermo Fisher strategy implementation. Identify and pursue collaborative business opportunities and overcome obstacles. Ensure all activities comply with Thermo Fisher policies, ethics, and applicable laws. Qualifications
Minimum Education
Bachelor’s degree or equivalent in a related field. 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
Excellent 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 is essential. Strong influencing and leadership skills; ability to inspire change through collaboration. Strong business leadership; proficiency with cases, contracts, and negotiation. Significant travel; must have a valid passport and ability to travel internationally as required. Compensation And Benefits
The salary range estimated for this position is $118,100.00–$177,200.00 (location-based; Arizona reference). Potential eligibility for a variable annual bonus based on company, team, and individual performance. Comprehensive Total Rewards package including national medical/dental/vision plans, EAP, PTO, holidays, parental leave, retirement plan, and stock purchase plan. Details available at the company Total Rewards page. Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on protected characteristics.
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Field Service Senior Manager (NW) (Electron Microscopy) – Thermo Fisher Scientific. Senior manager responsible for delivering installation, service, and repair of sophisticated electron microscopy equipment across the Northwest Region. Reports to the Americas Science Director of Service and leads a regional field service team to meet contract requirements, drive service metrics, and manage P&L for approximately $30M. Location: Northwest Region (AK, WA, OR, ID, MT, ND, SD, MN, IA, WY, NV, UT, CO, AZ, NM, NE). Responsibilities
Develop, agree, and implement strategies for effective customer support. Maintain and improve customer satisfaction to targets. Lead regional customer fulfillment to ensure service delivery and timely resolution of critical issues. Understand and achieve revenue, margin goals and appropriate resourcing. Establish site 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 plans and budgets. Own service business P&L and collaborate with finance and operations. Set up and maintain key reporting and metrics for each region and site. Support product quality and reliability improvements with regional data. Represent Thermo Fisher Scientific at customer meetings in the region. Be responsible for the service delivery portion of Thermo Fisher’s system lifecycle to customers. Promote and embody Thermo Fisher Scientific’s 4i values: Integrity, Intensity, Innovation, Involvement. Collaborate with key account customers to understand business needs, build relationships with decision-makers, and identify enterprise service opportunities. Work with transformation organization to support Thermo Fisher strategy implementation. Identify and pursue collaborative business opportunities and overcome obstacles. Ensure all activities comply with Thermo Fisher policies, ethics, and applicable laws. Qualifications
Minimum Education
Bachelor’s degree or equivalent in a related field. 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
Excellent 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 is essential. Strong influencing and leadership skills; ability to inspire change through collaboration. Strong business leadership; proficiency with cases, contracts, and negotiation. Significant travel; must have a valid passport and ability to travel internationally as required. Compensation And Benefits
The salary range estimated for this position is $118,100.00–$177,200.00 (location-based; Arizona reference). Potential eligibility for a variable annual bonus based on company, team, and individual performance. Comprehensive Total Rewards package including national medical/dental/vision plans, EAP, PTO, holidays, parental leave, retirement plan, and stock purchase plan. Details available at the company Total Rewards page. Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on protected characteristics.
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