Senior Manager, Field Service Operations
7 days ago
Job Summary
As a Senior Manager, Field Service Operations, you will be responsible for leading a geographic region and leadership team performing installation, service, and repair of sophisticated equipment and systems. You will provide direction and support for field service team by establishing processes, procedures and serving as mentor. Work in concert with customer and Thermo Fisher Scientific commercial team to ensure that all requirements and service metrics, as outlined in the contract/agreement, are met on a consistent basis. Act as liaison on behalf of customer and Thermo Fisher Scientific with profit and loss (P&L) responsibility for approximately $30M.
Key Responsibilities
• Strategies for effective support of customers are developed, agreed, and implemented.
• Customer satisfaction is maintained and improved per targets
• Leading and owning regional customer fulfillment to ensure service and timely resolution of critical issues
• Revenue / Margin goals and resourcing levels are understood and achieved.
• Appropriate service account management (i.e., site management) capabilities are established at each customer site, together with required technical skills.
• Refinement and continuous improvement of service delivery infrastructure
• Service revenues and costs are maintained aligned with business plan/budgetary requirements.
• Owning service business P&L and working alongside finance and operations counterparts to ensure success.
• Key reporting and metrics are set up and maintained for each region and site
• Support product quality and reliability improvements as indicated by data derived from your region.
• Represent TFS at customer meetings in your region.
• Be responsible for the service delivery portion of TFS's system lifecycle to our customers
• Always represent and promote TFS's 4i values and commitment.
Requirements
• Education: Bachelor's degree or equivalent in a related field.
• 8+ years of meaningful professional experience within a related industry.
• Experience: 5-7 years of shown experience in servicing capital equipment and customers.
• 3-5 years of demonstrated ability running/leading service organizations within a medium – large scale company.
What We Offer
• Competitive salary range estimated for this position based in Oregon is $118,000.00–$177,200.00.
• This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:
• A choice of national medical and dental plans, and a national vision plan, including health incentive programs
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
• Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount
• For more information on our benefits, please visit:
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.
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