Senior Manager Global Field Service

Job Description

Sr Manager Global Field Service

R-01233024

When you’re part of Thermo Fisher Scientific, you’ll do challenging work, and join a team that values performance, quality and innovation. As part of a successful, growing global organization you will be encouraged to perform at your best. With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and chances to create significant contributions to the world.

Our BioProduction Single-use business supports developers and manufacturers of biological-based therapeutics and vaccines with a portfolio of premium solutions and services focused on a suite of single-use solutions spanning the biologics workflow.

Discover Impactful Work:

We are seeking a highly qualified and multifaceted service leader to join our organization to lead a global field service operation for our bioprocessing equipment and automation portfolio of products and solutions in Single use BioProduction business. These services include customer site readiness, installation and commissioning, validation services, customer onboarding/training, and ongoing maintenance and support! This role will be leading field service teams across the Americas, EMEA (Europe, Middle East, Africa), and APAC (Asia Pacific and China) regions. The successful candidate will have a consistent record of accomplishment in field service management, with the ability to effectively lead and motivate teams through both direct and matrix reporting structures. This position will develop and implement strategic plans to drive growth, expand geographic presence and market share, and achieve financial objectives.

A day in the Life:

• Develop and implement a global and scalable field service strategy, to drive growth, expand geographic presence and market share and achieve key business objectives.
• Lead, mentor and inspire a team of managers, supervisors and field service colleagues, fostering a culture of customer centricity, collaborative work environment and service excellence.
• Oversee all operational functions, including service delivery, customer satisfaction, employee performance, and resource management across multiple regions, ensuring consistent and highly responsive service levels.
• Collaborate with product managment, engineering, operations and service leadership to deploy comprehensive onboarding and training programs for field service engineers to uphold technical expertise and soft skills.
• Develop and handle third-party service provider partnerships, qualification/certifications, and performance and financial KPIs.
• Act as a key point of contact for raised complex field issues working closely with the global technical services team to ensure prompt resolution and customer satisfaction.
• Develop and implement the geographic field service capacity planning model tailored to existing install base and new customers that enable the strategic and annual operating plans regionally and globally.
• Identify market trends, customer needs, and industry developments to drive continuous improvement and innovation in field service operations.
• Oversee the successful rollout of service digital tools, remote support strategy and other platforms such as knowledge base, scheduling, and CRM (Customer Relationship Management).
• Responsible for ensuring global service marketing strategies are deployed within regions and are aligning to a comprehensive product/service offering structure.
• Partnership across other Thermo Fisher Scientific field service leaders and peers and ensure strategic and operational alignment across other divisions.
• Maintain prominent levels of customer allegiance using CAS (Customer Allegiance Score) survey results and service metrics to implement customer focused improvement plans that deliver measurable enhancements.
• Work closely with Commercial teams to build and maintain strong relationships with customers, addressing their needs and concerns to ensure satisfaction.

Keys to Success:

• 10+ years of confirmed experience in a global service P&L leadership role, preferably within B2B field services industry in the Life Science, Healthcare, Pharmaceutical, Industrial segments and related cGMP regulatory requirements
• Experience working in a multinational company and lead optimally and get results in a matrixed management operating environment.
• Excellent strategy, planning, and execution skills with results.
• Outstanding communication and interpersonal skills, and establish relationships with employees, customers, and partners.
• Demonstrated organizational savvy, can maneuver comfortably through sophisticated policy, process, and people-related organization dynamics.
• Strong customer service skills and a commitment to delivering exceptional customer experience.

• Physical Requirements / Work Environment

  Fully Remote

  Travel requirements 50% or less

  Benefits

  We 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.