Senior Director – General Manager, Americas Instrument Services

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🔥 7 minutes ago

🌲 North Carolina – Remote

🌲 North Carolina – Remote

⏰ Full Time

🟠 Senior

👔 Director

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Thermo Fisher Scientific

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1956

🧬 Biotechnology

💊 Pharmaceuticals

🔬 Science

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.

📋 Description

• Lead the North America Service Organization supporting the Chromatography and Mass Spectrometry Division, with accountability for organic growth, operational performance, customer experience, and full P&L delivery. • Develop and execute strategic plans that expand service revenue, improve profitability, increase customer share of wallet, and strengthen Thermo Fisher Scientific’s position in Research and Applied markets. • Position Unity Lab Services as a strategic differentiator by connecting service performance to customer outcomes such as uptime, productivity, compliance, method readiness, workflow continuity, and lifecycle value. • Translate customer insights, market dynamics, competitive trends, and business priorities into clear strategies that enable growth, differentiation, and operational excellence. • Lead Field Service, Technical Support, Service Sales, and related service functions to deliver consistent, high-quality service execution across North America. • Ensure service operations meet the needs of customers across Research and Applied segments, where responsiveness, technical expertise, and reliability are essential to customer success. • Champion the use of digital, connected, and AI-enabled capabilities to transform service operations, improve productivity, enhance customer experience, and create differentiated value. • Partner closely with Commercial, Divisional, and Business Unit teams to ensure Unity Lab Services offerings are aligned to customer needs, market opportunities, and CMD growth priorities. • Strengthen customer allegiance by improving service delivery, responsiveness, quality, and measurable customer experience outcomes. • Lead, coach, and develop a large, geographically dispersed North America service organization.

🎯 Requirements

• Bachelor's degree required; advanced degree such as an MBA, or equivalent leadership and business experience, preferred. • Significant senior leadership experience in a complex service, operations, commercial, or general management environment. • Demonstrated experience owning and delivering P&L performance, including revenue growth, margin expansion, productivity improvement. • Experience supporting Research and Applied markets is critical, with a strong understanding of customer needs, workflows, buying behaviors, operational environments, and service expectations across these segments. • Knowledge of chromatography, mass spectrometry, analytical instruments, laboratory workflows, or related scientific technologies is strongly preferred. • Experience supporting enterprise, strategic, or multi-site customer accounts. • Experience applying PPI, Lean, Six Sigma, or similar continuous improvement methodologies to improve operational and commercial outcomes.

🏖️ Benefits

• Global team collaboration • Professional development opportunities