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Job Description

This role is responsible for leading a high-performing Field Service organization to deliver service operational excellence and drive organic revenue growth and profitability across the Instrument & Enterprise Services (IES) portfolio for CMD & Molecular in North America. Primary goals and objectives center on supporting IES service offerings while delivering high service levels, high customer satisfaction, and expanding service margins through improved productivity and increased customer share of wallet. The Sr. Director is expected to work closely and collaborate with key IES, Divisional, and Corporate stakeholders to ensure effective delivery of our service commitments and to meet our customers’ requirements. The leader in this role is responsible for $155m+ in annual service revenue and will lead a team of 4 direct reports and an extended staff of approximately 275 Field Service and Field Service Supervisors. This role reports to the Senior Director, of North Americas Instrument Services.

The successful candidate will be a strong leader with a proven track record of leading remote-based teams. This role will also require experience interfacing with leadership counterparts across a matrixed organization. This leader will have to earn the trust of their subordinates, superiors, and peers while also creating a results-oriented culture built on transparency and accountability. The ideal candidate is a self-starter with a track record of consistently delivering high-quality results.

Significant Duties/Responsibilities:

• Proactively drive strategic changes by applying knowledge of business and the marketplace to advance the organization’s goals.

• Ensure that annual financial AOP targets (revenue, productivity, GM and EBITA) are achieved

• Ensure key service delivery and operational metrics (Response Time, Down Time, Days To Repair, Calls Per Day, Utilization, Time To Close SWO, SLAs, Customer Experience (CAS), Inventory, EH&S, Quality) are achieved

• Establish strategic and operational plans, budgets and programs consistent in order to achieve goals outlined in the annual operating plan (AOP), Human Resources Review (HRR) process, and Strategic Plan (STRAP).

• Ensure revenue forecast accuracy and expense performance management activities

• Lead team to understand and utilize Practical Process Improvement Business Systems (methodology/tools) to improve productivity and utilize strategy deployment to achieve our productivity objectives for Americas Services.

• Works with Business Process Owners (BPOs) to ensure compliance with all service delivery process requirements, while providing input to drive continuous process improvements

• Develops people to meet both their career goals and the organization’s goals

• Drives Vision and Purpose by painting a compelling picture of the vision and strategy that motivates others to action.

• Responsible for helping define and execute on field service delivery for new product introductions

• Work closely with various Thermo Fisher Scientific internal stakeholders to:

• Improve service account retention and expansion

• Grow service and product line SOW

• Responsible for helping define and execute on field service delivery for new product introductions

• Resolve customer complaints and manage Hot Account escalation activities

• Achieve/exceed annual Customer Allegiance Score (CAS) targets by creating and providing exceptional Customer Experience for both internal and external customer stakeholders

• Work with IES and divisional commercial and commercial operations teams to support instrument service growth strategies by successfully delivering on operational goals and ensuring adoption of standardized processes, metrics and accountability to drive top line/bottom line results.

Education & Work Experience:

• Bachelor or Master’s Degree with a minimum 10 years of service/sales leadership and management experience in services or relevant industry, with preference for analytical instrument, or lab equipment experience. Ideally multi-segment/multi-product account management and support.

• Seasoned leader with ability to influence at all levels within the organization

• Diversified experiences of increasing complexity and scope, showing a history of growth and potential for larger responsibility.

• Ability to lead in highly matrixed, multi-culture environment

• Experience leading employees through change and managing communications across teams.

• Knowledge of and experience in forecasting, budgeting, service cost drivers, and basic accounting principles

• Experience in change management principles and methodologies

• Demonstration of successful conflict resolution, self and social awareness

Knowledge, Skills, and Abilities necessary to perform essential functions

• Brings broad strategic vision and demonstrates drive for stretch goal achievement.

• Customer facing experience such as sales, marketing, or product management in order to understand the customer base & the market. Services experience preferred,

• The ability to understand financial statements and drivers of performance and convey those to stakeholders.

• Is able to represent the business segment to all levels of leadership

• Understands how things get done and who needs to be involved to drive decisions and actions.

• Actively learning through experimentation when tackling new problems, using both successes and failures as learning opportunities.

• Adapts approach and demeanor in real time to match the shifting demands of different situations.

• Courage demonstrated by stepping up to address difficult issues, saying what needs to be said.

• Demonstrated “roll up the sleeves” field leadership abilities

• Self-starter, highly motivated leader with a strong bias and intensity for action/execution

• Analytical skills (interpretation, problem solving, etc.)

• Ability to travel (averaging approximately 40% to 50%)

• This is a remote based position

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.