Location: Remote (Germany, Netherland, UK)
Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with revenues of $20 billion and over 65,000 employees in 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. For more information, please visit www.thermofisher.com.
Position Summary: The Environmental & Process Monitoring (EPM) EMEA Field Service Manager is responsible for driving the growth of our Field Service function, as well as leading a team of Field Service Engineers across multiple industry segments and territories within the EMEA region. The EPM business in EMEA is entering an exciting period of growth, and the Field Service Manager will play a lead role in developing, implementing and maintaining a world class service strategy and organization, while building the field service business into a profitable, revenue-generating segment of the business.
§ Establishes and implements short- and long-term plans to grow the field service business in the areas of service contracts, training and T&M.
§ Responsible for developing Annual Operating Plans for EMEA Service and act as EMEA lead for services bookings, revenue forecasting and KPI tracking
§ Establish operational and service products that are consistent with the overall EPM service growth strategy.
§ Actively participate in NPI process for new products (instruments/systems) to ensure products are being designed with serviceability in mind
§ Drives successful implementation and maintenance of a 24x7 emergency services model.
§ Drives positive relationship with Sales counterparts to deliver an exceptional level of customer satisfaction and service growth.
§ Collaborate with Service Product Line Manager to formulate value-added field service offerings to help drive bookings and revenue growth for service.
§ Visit existing and prospective customers and with Field Service and Sales personnel to drive continuous improvements and create new growth opportunities.
§ Provides overall leadership and management responsibility for the EMEA Field Service organization, consisting of field service staff located remotely across the EMEA region.
§ Plan and maintain department standard work and budget.
§ Continually staffs and provides training and development for each Field Service Engineer on his/her team to ensure high quality personnel are maintained within the organization.
§ Serves as the primary liaison to Engineering and Product Management on product serviceability issues and recommendations related to field activity.
§ Ensures that field service best practices are leveraged throughout the organization.
§ Strong commercial acumen with proven success in driving growth in a technical market
§ Bachelor degree (preferred) in business, a physical science, engineering or related discipline or equivalent experience in engineered products, including instrumentation or process equipment.
§ Experience in managing a remote team.
§ Strong leadership and decision making skills.
§ Strong inter-personal, self-motivational, and negotiation skills.
§ Ability and willingness to travel across EMEA (30%-40%)
§ Ability to work under tough environmental conditions along side Field Service Engineers (high stack climbs, cold weather, medium to heavy lifting).
§ Excellent customer communication skills, working across all levels, functions and regions.
§ Negotiation and project management skills preferred