Area Service Manager

JOB DESCRIPTION

Work Schedule

Environmental Conditions

Job Description

When you join us at Thermo Fisher Scientific, you'll be part of an inquisitive team that shares your passion for exploration and discovery. With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and chances to create significant contributions to the world. Our Mission is to enable our customers to make the world healthier, cleaner and safer. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need.

DESCRIPTION

As an Area Service Manager at Thermo Fisher Scientific, you will lead a team of 6-7 field service engineers specializing in HPLC and Ion Chromatography product lines. This leadership role combines technical expertise with people management skills to drive service excellence and revenue growth.

What you will do:

• Carry out installation, maintenance and support of Thermo Fisher Scientific's range of HPLC and Ion Chromatography instruments in a professional, reliable and customer-oriented manner
• Train customers in the operation and maintenance of Ion Chromatography and HPLC equipment
• Manage and develop a strong team of 6-7 engineers to achieve revenue targets and service KPIs
• Manage customer escalations and ensure quality outcomes for all service issues
• Demonstrate expertise in chromatography software and showcase software features to customers
• Meet customer service KPIs and internal critical metric objectives while following company guidelines
• Achieve service revenue by championing company products, developing strong customer relationships and working closely with commercial and operations teams
• Maintain close relationships with sales, supply chain, technical support and service teams to ensure customer satisfaction
• Take accountability for customer accounts and assigned area
• Perform to designated goals of turn-around-time, response time, repair rate and customer expectations
• Work in accordance with all relevant certification, regulatory requirements and safety norms
• Travel as advised by reporting manager to provide customer service
• Demonstrate ownership to handle team and customers assigned to achieve service revenue and KPIs

REQUIREMENTS

Education:

• Degree in Instrumentation or Electronics
• Bachelor's or Master's degree in Business Administration

Experience:

• 12-15+ years of hands-on experience in servicing Higher Performance Chromatography equipment
• 5+ years of experience as Area Service Manager or Team Lead in a people management role, with HPLC experience

Knowledge, Skills, and Abilities:

• Conduct on-site installation of IC and HPLC equipment and follow testing procedures to ensure accurate working order
• Strong people management skills with ability to develop high-performing teams
• Ability to manage team and customer escalations effectively
• Conduct on-site scheduled planned maintenance visits
• Provide problem-solving and repair support for customers
• Cultivate and develop positive working relationships with customers, system users and company personnel
• Provide training for customers and users on system maintenance and feedback to product quality teams
• Provide feedback for various reports including identifying and isolating outstanding problems with the system
• Strong interpersonal and effective communication skills
• Work independently and as part of a group to accomplish individual and team objectives as well as resolve routine customer concerns
• Demonstrate Thermo Fisher Scientific values: Integrity, Intensity, Innovation, and Involvement