Area Service Manager

Job Description

Work ScheduleStandard (Mon-Fri)Environmental ConditionsVarious outside weather conditionsJob DescriptionWhen you join us at Thermo Fisher Scientific, youll 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. Our Mission is to enable our customers to make the world healthier, cleaner and safer. 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.DESCRIPTIONAs 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.What you will do:Carry out installation, maintenance and support of Thermo Fisher Scientifics range of HPLC and Ion Chromatography instruments in a professional, reliable and customer-oriented mannerTrain customers in the operation and maintenance of Ion Chromatography and HPLC equipmentManage and develop a strong team of 6-7 engineers to achieve revenue targets and service KPIsManage customer escalations and ensure quality outcomes for all service issuesDemonstrate expertise in chromatography software and showcase software features to customersMeet customer service KPIs and internal critical metric objectives while following company guidelinesAchieve service revenue by championing company products, developing strong customer relationships and working closely with commercial and operations teamsMaintain close relationships with sales, supply chain, technical support and service teams to ensure customer satisfactionTake accountability for customer accounts and assigned areaPerform to designated goals of turn-around-time, response time, repair rate and customer expectationsWork in accordance with all relevant certification, regulatory requirements and safety normsTravel as advised by reporting manager to provide customer serviceDemonstrate ownership to handle team and customers assigned to achieve service revenue and KPIsREQUIREMENTSEducation:Degree in Instrumentation or ElectronicsBachelors or Masters degree in Business AdministrationExperience:12-15 years of hands-on experience in servicing Higher Performance Chromatography equipment5 years of experience as Area Service Manager or Team Lead in a people management role, with HPLC experienceKnowledge, Skills, and Abilities:Conduct on-site installation of IC and HPLC equipment and follow testing procedures to ensure accurate working orderStrong people management skills with ability to develop high-performing teamsAbility to manage team and customer escalations effectivelyConduct on-site scheduled planned maintenance visitsProvide problem-solving and repair support for customersCultivate and develop positive working relationships with customers, system users and company personnelProvide training for customers and users on system maintenance and feedback to product quality teamsProvide feedback for various reports including identifying and isolating outstanding problems with the systemStrong interpersonal and effective communication skillsWork independently and as part of a group to accomplish individual and team objectives as well as resolve routine customer concernsDemonstrate Thermo Fisher Scientific values: Integrity, Intensity, Innovation, and Involvement .

Keyskills :
HPLCIon Chromatographypeople managementcustomer serviceteam managementtroubleshootingregulatory requirementstechnical expertisechromatography software