Thermo Fisher Scientific Global Services Director - Environmental Process Monitoring in Franklin, Massachusetts
The Global Services Director will lead a team responsible for delivering operational excellence and organic services revenue growth across the Environmental Process Monitoring (EPM) portfolio for Thermo Fisher Scientific globally. The position directs all global service activity, as well as having responsibility for development of new services and service market strategy. Responsibilities include: revenue generation, profitability, customer service, and delivery of basic services such as equipment installation, customer training, technical support, on-site service, preventive maintenance, service contracts, depot repair, spare parts, and upgrades. Serves as a key leadership position for the overall business unit and is the primary customer advocate. The successful candidate will have a science or business education and significant experience with driving process and organizational change. He/she will have strong communication, analytical, and presentation skills and the ability to collaborate across various multifunctional teams. We are looking for a positive, upbeat professional to build a strong organization to accelerate growth into new markets.
This role reports directly to the VP/GM of the EPM business unit with a matrix report to the Sr. Director of Services for CAD.
Your main functions and responsibilities:
Leads profitability & revenue growth through service opportunity pipeline development and proactive portfolio lifecycle management. Utilized market and performance data to optimize profit and drive growth for in-market product portfolio including extending application usage, pricing & discounting strategies.
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).
Systematically improve the execution, quality, and consistency of services across the business.
Lead service team to achieve CAS and operational excellence by delivering outstanding service, handling key operational service metrics, and driving continuous improvement.
Encourage a team environment with open communication and active participation. Maintains high standards for recruiting and performance. Acts quickly on all personnel matters.
Champion employee development and engagement. Promote a culture of diversity and inclusion, centered on improving customer experience
Partner with sales in forming service strategies and relationships with key accounts, identifying new service business opportunities, and developing and promoting solutions across the entire portfolio of Thermo Fisher's offerings.
Work closely with R&D, Marketing and Sales on new product and service introductions and lifecycle management: including understanding the effects of technology obsolescence as it relates to product life-cycle and service implications; Manage E&O to minimal levels for spare parts; manage customer expectations for obsolete products and spares; assist in developing and deploying technology retrofit upgrade packages on a commercial basis.
Lead, educate, mentor, and empower team members, and works closely with Thermo Fisher Scientific stakeholders to:
Improve service account retention and expansion
Grow service and product line SOW
Resolve customer complaints and manage key account escalation activities
How will you get there?
- Bachelor degree's degree, preferable in business or science/engineering
5+ years people management experience
Knowledge of finance, accounting and budgeting practices to optimally lead fiscal responsibilities
Excellent communication and organizational skills
Ability to lead in highly matrixed environment
Top-tier leader with ability to influence at all levels within the organization
Ability to lead in highly matrixed, multi-culture environment
Working knowledge of forecasting, budgeting, service cost drivers, and basic accounting principles or related experience.
Experience in change management principles and methodologies
Demonstration of successful conflict resolution, self and social awareness
Ability to prioritize work and lead multiple responsibilities and assignments a must.
Continuous Quality Improvement skills
Validated verbal, written, and presentation skills.
This position requires approximately 30% travel both domestically and internationally and may be remotely based
MBA or other relevant degree
Service leadership experience and/or global management experience across multiple regions
Demonstrated 'roll up the sleeves' field leadership abilities with proven success in developing broad customer relationships, teams, and direct reports
Working knowledge of regulations related to international services and logistics and various sales channel operations (distributor direct, manufacturer's reps)
Extensive knowledge of modern service management strategies and tools as applied to industrial customers and services support for product launch and product life-cycle management of capital equipment
Self-starter, highly motivated leader with a strong bias for action/execution
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.
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