Support Service Area Manager

Standard (Mon-Fri)

Environmental Conditions

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. 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.

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.

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

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

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

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

Provide problem-solving and repair support for customers

Provide training for customers and users on system maintenance and feedback to product quality teams

Demonstrate Thermo Fisher Scientific values: