Sr Manager, Field Service IES Benelux

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Sr. Manager Field Service IES Benelux

Job Description

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with revenues of $45 billion and 120,000 employees in more than 50 countries. Our mission is to enable our customers to make the world healthier, cleaner and safer. We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics and increase laboratory productivity. Our four premier brands - Life Technologies, Thermo Scientific, Fisher Scientific and Unity Lab Services - offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive support.

Thermo Fisher Scientific has built a strong reputation for delivering exceptional service and support. Our Unity Lab Services (ULS) brand provides customers a single source for integrated lab service, support and supply management.

The Instrument & Enterprise Services group (IES) is delivering these services sold under the ULS brand.

Through our network of world-class service and support personnel, we provide services that are designed to help our customers, improve productivity, reduce costs, and drive decisions with better data. As a valued laboratory partner, IES provides researchers what they need, when they need it, to increase their ability to focus on science and drive innovation.

Position Summary:

As a key manager within Instrument & Enterprise Services you are required to provide strong management and leadership to your direct reports in respect to manages, leads, prioritizes, directs, plans, controls and coordinates all Service Activities for the related products under your control and region. You are responsible to achieve the most effective and efficient way possible to deliver the required Services to all customers to achieve the required targets in Customer Allegiance Score (CAS) and the respective booking, revenue and cost targets. In the required time periods of monthly, quarterly and yearly time frames.

Work closely with commercial, sales, factory and your counterparts in other geographic locations to ensure the above targets are met and new opportunities are communicated and managed. Liaise and work with product management when required to ensure smooth product introductions and the expansion of the brand and value.

Your responsibilities:

• Lead, drive and manage the Field Service activities from your team in the Benelux region.
• Support the building of strategic and operational plans, budgets and programs consistent with our strategy in order to achieve company goals AOP (Annual Operation Plan), HRR (Human Resources Review), STRAP (Strategic Plan) and CAS.
• Actively participate in international projects for product launches and process reviews (20-30%).
• Support contract sales processes and relevant revenue streams.
• Meet with your customers on regular basis. Have direct relationship with key customer contact points (Purchasing, management, departmental management etc.). OWN and take CARE of all our customers.
• Lead and drive PPI initiatives and ensure vibrant pipeline of PPI ideas from direct led staff (Thermo Fisher Continuous Process Improvement Methodology: Practical Process Improvement).
• Achieve high level of customer happiness and CAS scores.
• Ensure that PMD are maintained for all of your team members.
• Act as key “go to” person in your team and region as well as for key partners like sales and business unit.
• Leads, educates, mentors, engage and empowers direct reports.
• Improve account retention and expansion
• Increase growth for all service delivery
• Customer complaint and hot account management
• Support the business in accurate reporting of revenues and costs and drivers for these
• Implement all business processes, procedures and programs related to the Unity Lab Services organization.
• Ensure the highest productivity and efficiency

Your qualifications:

• Minimum of 5 years experience in a people leader function
• Professional background in Electronics/Chemistry/Engineering/Management or related subjects
• Strong Leadership and management skills
• Project management skills and experience
• Excellent communication skills, ability to work across all levels, functions and regions
• Proven social skills with the ability to balance multiple tasks with different priorities
• Multicultural management experience is helpful
• Excellent interpersonal, self-motivational and negotiating skills
• Driving License
• Willingness to travel mainly within the area of responsibility.
• For meetings, international traveling including the US is required.
• Excellent local language and English skills, both verbal and written