Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $25 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them. Our global team of more than 75,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services and Patheon. Take your place on our strong team.

Our Materials and Structural Analysis Division is actively seeking a
 
Sr. Manager Service EMEA

Position Summary:

The Sr. Manager Service EMEA leads the Field Service organization in Europe, Middle East and Africa for the Bulk Elemental Analysis (BEA) Product Line to drive customer satisfaction and to ensure that BEA becomes a digital leader in the bulk elemental and structural analysis of materials. Key responsibilities include the delivery of the best possible service to our customers in the region as well as profitable service revenue growth. The Sr. Manager Service EMEA will be a role model leader for the team, balancing the team’s workload and managing all Field Service related activities. Success comes from a combination of outstanding communication skills, excellent knowledge of complex policies and procedures, and a general understanding of the available Thermo Fisher tools. Must work well across functions, creating a positive, productive team environment that is focused on the customer. The position is based in Europe and reports to the Sr. Business Director BEA.

Responsibilities:

• Provide guidance, direction, and leadership to all staff members in the EMEA Field Service organization to ensure a consistent and effective field service operation
• Mentor and develop direct reports. Listen, support, engage and encourage employee suggestions and input to achieve excellent results. Build a strong and engaged team.
• Supervise all aspects of the employment process: selection of personnel for employment, coaching and development, promotions, transfers, performance management, etc.
• Ensures that service revenue and profit objectives are being met while achieving the highest possible level of customer satisfaction (CAS)
• Establish and implement regional business plans on an annual basis to drive profitable service revenue growth. Provide service revenue forecasts to management for service planning.
• Works with Global Tech Support (GTS) to resolve customer hot account situations with timely and efficient use of the regional Field Service resources and product line resources such as Product Management and R&D.
• Continually analyzes business needs and addresses through organizational design, process change, and team development.
• Ensures that direct- and indirect field service resources in the regions are aligned for an effective service operation.
• Assists with the selection and appointment of agent / distributor partners and ensures that there are appropriate service agreements in place.
• Develops and maintains procedures, policies and standards for the EMEA Field Service department including metrics to be monitored monthly.
• Creates and drives continuous improvement programs on customer satisfaction and quality.
• Leads / participates in PPI project teams as identified to improve business & regional performance.
• Works with the Sales Managers and the Field Service Managers to ensure on time execution of installation plans.
• Cooperation with the Field Service Managers and the local service organizations (including agents / distributors) to ensure service support of the equipment throughout its lifetime.
• Close cooperation with the sales and the back offices to ensure the successful execution of all orders and contracts.
• Scope and prioritize activities based on business and customer impact
• Demonstrate and exemplify professional and impactful standards in relation to all written and verbal communications with customers.
• Ensures that customer records and files are maintained in our databases
• Regular travel to meet with customers and visits to regional offices
• Oversees and manages the EMEA Field Service budget expenses to meet the financial objectives and proactively seeks opportunities to drive improvement of the operating results
• Makes budgetary recommendations on capital expenditures and labor requirements
• Leads EMEA Field Service Performance Indicators (KPI) Review each month. Identifies gaps and implements countermeasures. Analyze metrics and customer-centric data to develop improvement strategy in accordance with the company PPI framework
• Delivers monthly, quarterly, and ad-hoc reporting with market and competitive analysis
• Performs all job duties within ISO standards, regulatory or statutory requirements. Ensure that all staff handles transactions in accordance with defined procedures and standards.

Requirements:

• The Sr. Manager Service EMEA is a Role Model and must be committed to the mission, vision, and values of Thermo Fisher through ethical conduct. This position requires strategic thinking and working with all key stakeholders.

Education, Knowledge, Experience and Technical Skills:

• Bachelor or Master’s Degree in an engineering or scientific discipline.
• Minimum seven years high performance international service management experience within a global technology manufacturer. Have a proven track record of increasing responsibilities within high profile sales and service environments.
• Possess technical engineering aptitude to understand advanced level of product knowledge. Knowledge of analytical spectroscopy techniques such as XRF, XRD and OES is a plus.
• Demonstrable leadership and team building skills
• Experience with the development of field service and support in export countries with agents and distributors.
• Business acumen skills making sound economic decisions and motivated to growth the business.
• Outstanding written and oral communication skills, interpersonal skills, and an ability to effectively interact at all levels.       
• Experience with annual planning (AOP) and growing a service business.
• Worked in an environment where the focus is on exceptional customer service
• Extremely well organized – results driven
• Performs consistently under pressure
• Used to managing tight service levels with same-day response requests
• Passionate about providing excellent customer service
• Down-to-earth with a common sense approach and a strong people focus
 

At Thermo Fisher Scientific, each one of our 75, 000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer. Apply today http://jobs.thermofisher.com