Thermo Fisher Scientific

The World Leader In Serving Science

Senior Manager, Field Service

ManagerManagerFull TimeRemoteSeniorTeam 10,001+Since 1956H1B SponsorCompany Site LinkedIn

Location

Massachusetts

Posted

115 days ago

Salary

$130K - $160K / year

Seniority

Senior

Bachelor Degree8 yrs expEnglish

Job Description

• Responsible for delivering outstanding customer support for all North East Region accounts in the Americas Science region. • Provide direction and support for field service team by establishing processes, procedures and serving as mentor. • Work in concert with customer and Thermo Fisher Scientific commercial team to ensure that all requirements and service metrics are met on a consistent basis. • Act as liaison on behalf of customer and Thermo Fisher Scientific with profit and loss (P&L) responsibility for approximately $30M. • Strategies for effective support of customers are developed, agreed, and implemented. • Customer satisfaction is maintained and improved per targets. • Leading and owning regional customer fulfillment to ensure service and timely resolution of critical issues. • Owning service business P&L and working alongside finance and operations counterparts to ensure success. • Collaborates with key account customers to understand their business needs and strategic objectives, builds relationships with decision-makers and identifies, develops, and closes enterprise services business opportunities.

Job 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 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 collaboration within organizations.
Strong business leadership skills.
Must demonstrate proficiency with cases, contracts, and negotiation, etc.
Position requires significant travel. Must have the ability to acquire a valid passport and travel internationally as required.

Benefits

A choice of national medical and dental plans, and a national vision plan, including health incentive programs
Employee assistance and family support programs, including commuter benefits and tuition reimbursement
At least 120 hours paid time off (PTO)
10 paid holidays annually
Paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave)
Accident and life insurance, and short- and long-term disability in accordance with company policy
Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount