Position Summary (Primary Function): Manage field services team (defined geographical area) and support sales in the Thermo Fisher Scientific services organization. The Service Manager will be responsible for developing and maintaining their geographic field service area throughout the region. The manager will provide and deploy strategies that focus on customer support issues, while radically increasing the services side of the business into a profitable, revenue-generating arm of the field services team. The manager will also provide support and work in conjunction with our Direct Sales Force, Domestic customers, distributors and channel partners on technical assistance, installation, calibration and preventative maintenance development programs to enhance overall customer satisfaction and promote growth in the Thermo Fisher Scientific businesses. Manage team to assure Service Agreements and T&M jobs are kept with the Time/Scope/Budget. This person is likely to communicate with people at all levels. Decisions made reflect on the company’s reputation, and will impact net sales/income.

Job Duties:

• Manage and direct the activities of all service engineers within the region.
• Meet and exceed the regional revenue budget.
• Ensure that Thermo Fisher Scientific customer satisfaction (CAS) objectives are met or exceeded.
• Develop and implement regional metrics for effectiveness of the current processes.
• Implement all field service policies and procedures with regard to resource management, account maintenance, sales support and service operations.
• Resolve customer hot account situations with timely and efficient use of regional resources to include local sales support (i.e., managers and reps) and all of the available Thermo Fisher Scientific resources such as product/technical support, applications, marketing and engineering.
• Ensure accuracy of Thermo Fisher Scientific customer database, customer billing information and reliability statistics.
• Establish and implement regional business plans on an annual basis.
• Manage the selection, hiring, and training of new field service engineers.
• Develop and manage subordinates careers for future growth via knowledge, skills, and attitudes.
• Manage through the designated account advocates the national accounts for service response as well as problem account management.
• In conjunction with the contract sales representatives, manage the service contracts for single and multiple institutions as the needs dictate.
• Lead/participate in project teams as identified to improve business & regional performance.
• Other miscellaneous duties as assigned.

Minimum Requirements/Qualifications:

• Bachelors degree in Chemistry, Business or equivalent
• 3-5 years successful field service supervision or supervision of people in remote locations
• 3-5 years field service experience in scientific instrumentation preferred.
• Demonstrated verbal, written and presentation skills.
• Computer proficiency in Office Suite; SAP;
• Budgeting and accounting experience is a plus.
• Applied negotiating skills (Karrass or formalized training a plus).