Job Description

As 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.

Discover Impactful Work:

This position will assist in building customer allegiance, increase team unity, efficiency and utilization to delight our customers in the Western region. Both external and internal customer interaction required. Become part of a diversified and inclusive team multifaceted.

The Sr. Manager will work closely and collaborate with key Multi-Divisional and Corporate partners to ensure effective delivery of our service commitments and to meet our customers' requirements. The leader in this role will be responsible for $14.8M CAN in annual service revenue and will lead a team of 5 and an extended staff of approximately 85 Field Service Representatives, Call Center and Sales colleagues. This role reports into the Sr. Director, of NA IES.

A Day in the Life:

• Ensure that annual financial AOP targets (revenue, productivity, GM and EBITA) are achieved
• Ensure key service delivery and operational metrics (Response Time, Down Time, Days To Repair, Calls Per Day, Utilization, Time To Close SWO, SLAs, Customer Experience (CAS), Inventory, EH&S, Quality) are achieved
• Lead and handle Call Center staff and operations
• Establish strategic and operational plans, budgets and programs consistent in order to achieve goals outlined in the annual operating plan (AOP), Human Resources Review (HRR) process, and Strategic Plan (STRAP).
• Ensure revenue forecast accuracy and expense performance management activities
• Lead team to understand and apply PPI Business Systems (methodology/tools) to improve productivity and apply strategy deployment to achieve our productivity objectives
• Works with team members to ensure compliance with all service delivery process requirements, while providing input to drive continuous process improvements
• Champion employee development and engagement
• Drives improvement in Employee Involvement Survey (EIS) scores
• Lead, educate, mentor, and empower colleagues on team
• Work closely with various Thermo Fisher Scientific internal customers to:
• Improve service account retention and expansion
• Grow customer base and product line coverage
• Resolve customer complaints and run Hot Account critical issue activities
• Achieve/exceed annual CAS targets by creating and providing exceptional Customer Experience for both internal and external customer partners
• Work with IES and divisional commercial and commercial operations teams to support instrument service growth strategies by successfully delivering on operational goals and ensuring adoption of standardized processes, metrics, and accountability to drive top line/bottom line results.
• Provide insight into new opportunities for business expansion through the field service representatives and customer interactions
• Responsible for helping define and complete field service delivery for new product introductions

Keys to Success:

Education

• Bachelor's degree required

Experience:

• 7 years of service and sales leadership and management experience in services industry, with preference for analytical instrument, or lab equipment experience. Ideally multi-segment/multi-product account management and support
• Knowledge of and experience in forecasting, budgeting, service cost drivers, and basic accounting principles
• Experience in organizational change principles and methodologies
• Demonstration of successful conflict resolution, self-and social awareness
• Continuous Quality Improvement skills, proven PPI or Six Sigma experience preferred

Knowledge, Skills, and Abilities:

• Bilingual in French is considered an asset
• Ability to influence at all levels within the organization
• Ability to lead in highly matrixed, multi-culture environment
• Proven "roll up the sleeves" field leadership abilities with shown success in developing broad customer relationships, teams, and direct reports
• Self-starter, highly motivated leader with a strong bias and intensity for action/execution
• Excellent listener, ability to build rapport with clients and colleagues, communicates persuasively and with integrity, effective negotiator, excellent presentation skills
• Business Insight skills (demonstrates broad business knowledge)
• Strong planning and interpersonal skills
• Demonstrated verbal, written, and presentation skills
• Computer proficiency, with specific skill in Microsoft Office suite
• Analytical skills (interpretation, problem solving, etc.)
• Continuous improvement skills with strong evidence of a process orientation Enthusiastic/Positive demeanor
• Ability to travel (averaging approximately 40% to 50%)

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain . 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!

Job Category

Customer Service, Engineering, Field Services, Sales

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.