Careers at ThermoFisher Scientific

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Job ID :
Location :
Netherlands - Breda|United Kingdom - Winsford
Job Description

Company Information

About Thermo Fisher Scientific
Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science. Our mission is to enable our customers to make the world healthier, cleaner and safer. With revenues of $17 billion, we have 50,000 employees and serve customers within pharmaceutical and biotech companies, hospitals and clinical diagnostic labs, universities, research institutions and government agencies, as well as in environmental and process control industries. We create value for our key stakeholders through three premier brands, Thermo Scientific, Fisher Scientific and Unity Lab Services, which offer a unique combination of innovative technologies, convenient purchasing options and a single solution for laboratory operations management. Our products and services help our customers solve complex analytical challenges, improve patient diagnostics and increase laboratory productivity. Visit www.thermofisher.com.

Job Description

Job Title: Manager, EMEA Field Service
Reports To: EMEA Service Director
Group/Division: AIG/CAD
Career Band: 7
Job Track: Management
Position Location: Erlangen/Winsford/Breda
Number of Direct Reports: 8
Day/Shift (if applicable): Day
FLSA Status (Exempt/Non-Exempt): Exempt
Relocation (if applicable): No

Position Summary: The Environmental & Process Monitoring (EPM) EMEA Field Service Manager is responsible for leading a team of Field Service Engineers that are focused on servicing and repairing field based instruments and systems across multiple industry segments and territories within the EMEA region. The EMEA Field Service Manager is responsible for developing, implementing and maintaining the field service operations for the EMEA region. The field service manager will play an active role to develop, implement and maintain a world class service strategy and organization to focus on customer satisfaction on a 24/7 basis, while building the field service business into a profitable, revenue-generating segment of the business. The field service manager will also provide support to our direct sales teams and customers to ensure all field service demands are being met to ensure overall customer satisfaction and promote growth for the EPM service business.

Key Responsibilities:
  • Provides overall leadership and management responsibility for the EMEA Field Service organization, consisting of field service staff located remotely across the EMEA region.
  • Plan and maintain department standard work and budget.
  • Continually staffs and provides training and development for each Field Service Engineer on his/her team to ensure high quality personnel are maintained within the organization.
  • Establish operational and service products that are consistent with the overall EPM service growth strategy.
  • Establishes and implements short- and long-term plans to grow the field service business in the areas of service contracts, training and T&M.
  • Drives successful implementation and maintenance of a 24x7 emergency services model.
  • Serves as the primary liaison to Engineering and Product Management on product serviceability issues and recommendations related to field activity.
  • Drives positive relationship with Sales counterparts to deliver an exceptional level of customer satisfaction and service growth.
  • Performs routine travel to customers and with Field Service and Sales personnel to drive continuous improvements and create new growth opportunities.
  • Ensures that field service best practices are leveraged throughout the organization.
  • Collaborate with Service Product Line Manager to formulate field service offerings to help drive bookings and revenue growth for service.

Minimum Requirements/Qualifications:
  • Bachelor degree (preferred) in business, a physical science, engineering or related discipline or equivalent experience in engineered products, including instrumentation or process equipment.
  • Minimum 3 years managing a remote staff.
  • Experience managing remotely located field service organization.
  • Strong leadership and decision making skills.
  • Strong inter-personal, self-motivational, and negotiation skills.
  • Ability and willingness to travel (30%-40%)
  • Ability to work under tough environmental conditions along side Field Service Engineers (high stack climbs, cold weather, medium to heavy lifting).
  • Excellent customer communication skills, working across all levels, functions and regions.
  • Good negotiating and project management skills preferred
  • Experience and demonstrated success growing service business from cost center to profit center

This position has not been approved for Relocation Assistance.

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