Thermo Fisher Scientific Field Services Manager - US North West in Salt Lake City, Utah
Manager, Field Service
The Manager is part of the Global Services and Support Team within the Life Sciences Solutions Group (LSG). The Manager will oversee a team of Field Service Technicians (FST) and/or Field Service Engineers that deliver world class service for Thermo Fisher Scientific Life Sciences Group. The Manager leads a team of 8-10 FSE/FST's within a designated geographical territory. The selected candidate will help manage the Field Service activities in the assigned District to achieve customer satisfaction, service revenue and expense targets. They will maintain a high level of employee satisfaction and develop team members to their fullest potential. Partner with the Field Service District Manager to develop, share and implement the long-term vision, strategy and regional priorities for GSS. The position is for the US North Central service district.
Key Objectives of the role :
Manage a team of approximately 8-10 FST/FSE
Be a leader to the team, inspire, coach and motivate your team to achieve excellence in your business and customers satisfaction scores.
Spend 25 - 50 % of the time 'in the field', working with FSE/FST, visiting customers to develop and maintain good relationships, monitor customer satisfaction and market the services and value provided.
Monitor and report out on key performance indicators
Partner with Sales and Field Application Support Leaders to create a cross functional team to exceed our customers' requirements and drive improvement.
Develop, share and implement the long-term vision and strategy of the Services and Support Team.
Monitor and resolve customer difficulties including customer complaints.
Actively seek and develop process improvements which increase our ability to provide service and support and improve customer satisfaction.
Assist the Service team to plan and organize activities to ensure efficient and effective customer support is provided, prioritize resources based on skill, need and customer sentiment.
Monitor Service Demand per area ensuring right balance of resources and correct distribution.
Actively Manage and control overtime of team to ensure compliance to guidelines.
Ensure effective management of trunk inventory levels and accuracy for your team
Ensure that key performance indicators are developed and monitored for the performance management of the Service Support Team.
Ensure that an effective communication is in place for the assigned District Service staff to be aware of relevant issues within the function and the company as a whole.
Work closely with District Manager and business partners to manage the following processes:
Recruiting of new Service Support staff, as required.
Establishing Annual Priorities & Goals for your team and the business.
Yearly review of talent and development of the greater Services and Support team.
Develop training plan and ensure execution.
Actively seek and develop process improvements that drive improved customer satisfaction scores and EIS scores.
Establish and maintain relationships with international company contacts to facilitate communications and expert assistance when required.
Collaborate with all other functional groups in the company to ensure a smooth and efficient interface between District Service staff and the rest of the organization.
Minimum Qualifications/Skills (must have):
BA/BS preferred in life science discipline; Strong technical/scientific aptitude.
5-7 years of proven track record in a similar discipline
Leadership/management experience and a distinct leadership philosophy
Accountability - self-starter rather than passive observer; proactive and goal orientated.
Integrity and Judgment - demonstrated ability to promote social, ethical and organization norms.
Planning and Organizing - ability to establish a clear course of action to accomplish goals and objectives. Time management skills, effective use of resources and systems, ability to prioritize activities, completion of tasks.
Demonstrates clear and concise communications and is capable of interacting with a diverse population of internal and external contacts.
Demonstrates a sense of urgency, contagious optimism and a 'can do' attitude
Change champion with the ability to adapt and thrive through changes; Greets challenge and change as opportunity
Ability to partner effectively as part of a team to solve problems, negotiate solutions and arrive at a consensus.
Successful candidate must live in the assigned territory.
Ability and willingness to travel at least 40%
Marketplace/Scientific knowledge - knows Customers environment in Research, Clinical and Diagnostics settings across a wide range of scientific workflow.
Understands markets, trends and competitors.
Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.