Manager, Services

Location
Tewksbury, MA
Salary
Competitive
Posted
September 22 2017
Ref
54861BR
Position Type
Full Time
Job Description
When you're part of the team at Thermo Fisher Scientific, you'll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you'll be supported in achieving your career goals.
Summary Manage the day to day operations of the field-based service team responsible for servicing and supporting LPE equipment. Responsible for scheduling, field business development and daily supervision of field team work. Provides guidance and mentoring for team members for technical service activity and career planning. Incorporates strategic and tactical leadership to maintain a world class benchmark for customer satisfaction.
Responsibilities • Management of the Field Calibration Clinic Team, Automation Equipment Service Team, CV2000 Service Team and Demo Equipment Coordinator: o Work with existing and potential customer to promote, propose, and quote on-site calibration, repair, and installation services o Schedule resources required at customer locations to satisfy customer service needs including automation equipment service, preventative maintenance, and installation in addition to pipette calibration clinics o Meeting with team members on a regular basis to discuss progress and provide guidance on process creation, improvement and issue resolution o Provides guidance on goal creation, assignment, and fulfillment. o Semi-annual performance reviews with team members to monitor goal performance o Ensuring that all compliance requirements are being met including ISO 8655, 17025, and GxP • Provide leadership for team members: o Responsible for talent hiring and development o Provides guidance for career development including, technical / soft skill training, and a clear career progression path for all team members o Responsible for issue and conflict resolution related to field team operations • Continuous Improvement: o Develops and continually improves business processes (SOP's) by initiating process audits and Practical Process Improvement (PPI) projects o Lead and Participate in PPI projects for the field service teams o Tracks and ensures that the field service team's customer allegiance score (CAS) meets or exceeds the current objective o Collaborate with other service managers throughout the company to share best practices o Provide feedback on quality issues to the manufacturing quality teams o Works with potential customers to promote the pipette/automation service value proposition • Sales Demo Inventory Management: o Manage and monitor sales demo operations as performed by the Demo Equipment Coordinator o Continuously improve sales demo operations in cost reduction efforts o Maintain demo equipment stocking levels per the needs of the divisional sales teams o Depreciation planning for demo equipment including availability of used demo equipment for sale • Effectively communicate competitive information and additional equipment sales opportunities to the commercial team
Minimum Requirements/Qualifications: Travel Requirements: • No travel restrictions • Ability to travel 25% of the time
Educational Qualifications: • Bachelor's Degree is strongly preferred (mechanical / electrical engineering)
Experience Qualifications: • 4+ years of management experience with multiple direct reports in a similar service organization • Experience working directly with customers to resolve process and product issues • Experience managing remote personnel • Demonstrated verbal, written and presentation skills • Proficient in Microsoft office (including Project and Visio) • Strong organizational and time management skills • Business process, development and improvement experience • Knowledge of metrology or calibration activities
At Thermo Fisher Scientific, each one of our 65,000 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.


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.