Senior Manager, Field Service

Job not on LinkedIn

November 23

🍂 Massachusetts – Remote

Although this job is listed in Massachusetts, this company may be open to hiring remote in other states.

💵 $130k - $160k / year

⏰ Full Time

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

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Thermo Fisher Scientific

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Biotechnology • Pharmaceuticals • Science

Thermo Fisher Scientific is the world leader in serving science, with annual revenue of more than $40 billion. Their mission is to enable customers to make the world healthier, cleaner, and safer by supporting life sciences research, solving complex analytical challenges, increasing laboratory productivity, and improving patient health through diagnostics and the development of life-changing therapies. With a global team, they offer innovative technologies and pharmaceutical services through brands such as Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon, and PPD.

10,000+ employees

Founded 1956

🧬 Biotechnology

💊 Pharmaceuticals

🔬 Science

📋 Description

• Responsible for delivering outstanding customer support for all North East Region accounts in the Americas Science region. • 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 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. • 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. • Owning service business P&L and working alongside finance and operations counterparts to ensure success. • Collaborates with key account customers to understand their business needs and strategic objectives, builds relationships with decision-makers and identifies, develops, and closes enterprise services business opportunities.

🎯 Requirements

• Bachelor’s degree or equivalent in a related field. • 8+ years of meaningful professional experience within a related industry. • 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. • Exceptional verbal and written communication skills are required. • Demonstrated ability to work with cross-functional teams at all levels from individual contributors to executives. • Prior experience with international customers essential. • Outstanding influencing and leadership skills. • Demonstrated ability to inspire change based on collaboration within organizations. • Strong business leadership skills. • Must demonstrate proficiency with cases, contracts, and negotiation, etc. • Position requires significant travel. Must have the ability to acquire a valid passport and travel internationally as required.

🏖️ Benefits

• 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