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Job 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.Location/DivisionThe WolrdWide Service organization within MSD of Thermo Fisher Scientific is committed to delivering a world-class customer experience for the entire life cycle of our products.Location: Remote position (anywhere in the upper 48 states) with up to 50% travelDiscover Impactful Work:Reporting into the Americas Director of Field Operations, the Director of Service will be responsible for managing the delivery of customer service to all customer accounts within the Science markets. Key responsibilities include, but not limited to, the day-to-day tactical, strategic, and business management of all service delivery within the Americas Science service team. In this position, you will partner with the relevant Business Units, Science Account Management, and various Service functions and support teams.A day in the Life:
Strategies for effective support of customers are developed, agreed, and implemented amongst your direct management team and global BU.
Customer satisfaction is maintained and improved per targets
Leading and owning regional customer satisfaction to ensure service and escalation delivery
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 regions and global activity.
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, forms 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 & Experience
Bachelor’s degree or equivalent in a related field.
10+ years of meaningful professional experience within a related industry.
Experience Breakdown
Minimum of 6+ years of proven experience in servicing capital equipment and customers.
Minimum of 4+ years of demonstrated ability managing/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 cross-functional teams at all levels from individual contributors to executives.
Prior experience with international customers essential.
Outstanding influencing and leadership skills. Demonstrated ability to inspire change based on teamwork within organizations.
Strong business leadership skills. Must demonstrate proficiency with business cases, contracts, and negotiation, etc.
Position requires significant travel. Must have the ability to acquire a valid passport and travel internationally as required.
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 (https://jobs.thermofisher.com/global/en/5-reasons-to-work-at-thermo-fisher-scientific) . As one global team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve sophisticated 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 statusThermo 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.
