Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with revenues of $44 billion and 120,000+ employees in 50 countries. Our mission is to enable our customers to make the world healthier, cleaner and safer. We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics and increase laboratory productivity. Our four premier brands - Life Technologies, Thermo Scientific, Fisher Scientific and Unity Lab Services - offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive support.
Location/Division Specific Information
Thermo Fisher Scientific has built a strong reputation for delivering exceptional service and support. Our Unity Lab Services (ULS) brand provides customers a single source for integrated lab service, support and supply management.
The Instrument & Enterprise Services group is delivering these services sold under the ULS brand.
Through our network of world-class service and support personnel, we provide services that are designed to help our customers improve productivity, reduce costs, and drive decisions with better data. As a valued laboratory partner, IES provides researchers what they need, when they need it, to maximize their ability to focus on science and drive innovation.
Discover Impactful Work:
As a key manager within Instrument & Enterprise Services you are required to provide strong management and leadership to your direct reports in respect to manages, leads, organizes, directs, plans, controls and coordinates all Service Activities for the related products under your control and region. You are responsible to achieve the most effective and efficient way possible to deliver the required Services to all customers to achieve the required targets in Customer Allegiance Score (CAS) and the respective booking, revenue and cost targets. In the required time periods of monthly, quarterly and yearly time frames.
Work closely with commercial, sales, factory and your counterparts in other geographic locations to ensure the above targets are met and new opportunities are communicated and manage. Liaise and work with product management when required to ensure smooth product introductions and the expansion of the Unity Lab services brand and value.
A day in the Life:
- Support the building of strategic and operational plans, budgets and programs consistent with the overall Instrument & Enterprise Services strategy in order to achieve company goals AOP (Annual Operation Plan), HRR (Human Resources Review), STRAP (Strategic Plan), CAS (Customer Allegiance Score).
- Actively participates and supports contract sales process and key revenue streams.
- Travel to customers and other company locations if necessary. Have direct relationship with key customer contact points (Purchasing, management, departmental management etc.). OWN and take CARE of all our customers.
- Ensure active participation in the Field activities.
- Lead and drive PPI initiatives and ensure vibrant pipeline of PPI ideas from direct led staff (Thermo Fisher Continuous Process Improvement Methodology: Practical Process Improvement).
- Achieve high level of CAS and support co-managers and the Sr. Service Manager to ensure the highest CAS scores.
- Act as key “go to” person in your team and region.
- Leads, educates, mentors and empowers direct reports, work closely with Unity Lab services stakeholders and factories to:
- Improve account retention and expansion
- Increase growth for all service delivery
- Customer complaint and hot account management
- Support the business in accurate reporting of revenues and costs and drivers for these
- Implement all business processes, procedures and programs related to the Unity Lab Services organization.
- Ensure the highest productivity/efficiency of the team
Keys to Success:
Education
- Professional background in Electronics/ Chemistry/ Engineering or related subjects
Experience
- Minimum of 5 years experience in a technical service function
- Multicultural management experience is advantageous
Knowledge, Skills, Abilities
- Strong Leadership and management skills
- Good product knowledge with HPLC and MS is a plus
- Excellent verbal and written communication skills, ability to work across all levels, functions and regions
- Demonstrated organizational skills with the ability to handle multiple tasks with different priorities
- Excellent inter-personal, self-motivational and negotiating skills
- Willingness to travel mainly within the area of responsibility and occasionally Europe/EMEA territory. Fo