Job DescriptionJob DescriptionAs 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.Position Summary:The Strategic Account Service Manager (SASM) is a key service role within the Instrument and Enterprise Services Division (IES) of Thermo Fisher Scientific. As a Strategic Account Service Manager you will be responsible for identifying and pursuing new business opportunities, managing and developing key service accounts, and promoting our IES product portfolio to customers in various industries. An effective SASM maintains long-lasting customer relationships and works collaboratively and optimally to bring outstanding service support and customer experience, making it easier for our customers to do business with Thermo Fisher Scientific. The SASM is the primary point of contact and provides service expertise and helps drive all IES service activities within the account.Key responsibilities:Service Agility
Identifies and prioritizes new client opportunities and develops solution implementation and growth strategies.
Increase share of wallet within existing accounts by identifying under penetrated areas, leveraging IES’s value proposition, designing the appropriate solution, and closure of opportunities.
Ability to develop strong relationships with customer accounts while engaging with buying influencers across their organization.
Responsible for all elements of the service process from installations, corrective maintenance, preventative maintenance, escalations, negotiating contract to customer relationship management.
Uses data to develop and implement strategic service strategies to achieve optimal service level agreement delivery, revenue targets and maximize instrument contract base penetration. Collaborate with cross functional teams to align service strategies with overall business objectives.
Drives Growth
Expands current account penetration and share of wallet. Grows organically, broader, and deeper with all primary service products. Leverages cross-sell motions and activities.
Manages direction for the Strategic Account; Develops service and sales strategies to meet plan and expand business within assigned Strategic Account; maintains pipeline of opportunities to maintain and grow service contract objectives.
Uses internal service tools to effectively manage service tickets, escalations, contract entitlements, parts delivery and communicate service activities in an accurate and timely manner.
Maintains awareness of competitor and industry activity. Introduces new service offerings and strategies as available.
Leadership
Leads collaboration and coordination with Corporate Account Managers, CMD Account Managers and IES Regional Service Leaders (as well as any other internal partner) to provide an elite customer service experience and to advance the Strategic Account.
Coordinates service business presentations, and when required, attends trade shows, user meetings and other customer events; Positively always represents Thermo Fisher Scientific throughout customer locations.
Exchanges of Strategic Service Account information and Sales Leads within and across Thermo Fisher Scientific commercial divisions.
Works adeptly in a team environment engaging the best internal company resources to address customer challenges.
Location/Territory:There is a single position posted in multiple locations.Minimum Requirements/Qualifications:
3+ years of management experience in field service, account management or program management within analytical instrument markets
Bachelor’s degree in Science, Engineering, Business, Operations, or related field.
Ability to explain and sell the service and technical aspects of Thermo Fisher Scientific’s Instrument and Enterprise Services Division product portfolio.
Strong market knowledge and professional network.
Experience in conducting on site/virtual customer meetings and technical presentations.
Service and Commercial mindset, strongly motivated by desire to win new business, with proven relentless pursuit to take competitive market share.
Ability to work cross functionally in matrix environments.
Computer proficiency in MS Office, CRM.
Ability to travel to customer locations up to 70% including overnight travel.
BenefitsWe offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation!Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.Apply today! http://jobs.thermofisher.comThermo 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.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.
