Sr. Manager, Field Service for Japan is responsible for leading field service business and the team for performing installation, service, and repair of sophisticated equipment and systems. Provide directions and support for field service team by establishing processes, procedures and serving as mentor. You will work in concert with the customer and Thermo Fisher Scientific commercial team to ensure that all requirements and service metrics, as outlined in the contract/agreement, are met on a consistent basis.

What will you do?

• Lead a cross functional team of field service engineers and supervisors. Responsible for complete employee management lifecycle: new hire selection, training, and performance evaluation.
• Ensure full delivery of contractual scope of work, meeting regional Key Performance Indicators.
• Develop and implement regional strategies aimed at complementing higher level initiatives, strategy and goals.
• Act as liaison between customer and Thermo Fisher Scientific. Create/refine processes, identify process issues, recommend solutions, develop corrective action plans, identify operational efficiencies/deficiencies through process improvement initiatives, and promote best practices.
• Creates performance indicators, tracks trends, and implements best practices. Report on business metrics, target and define new opportunities, act as resource for sales team and customers in the area of service, savings and opportunities.
• Attend training classes and regional meetings as needed.
• Support continual process improvement to enhance operations with the goal of providing outstanding customer service. Leads improvement teams and mentors’ field-based personnel.
• Evaluate employee training needs, identifies areas of improvement and arranges for needed training and development.
• Analyzes/maintains/reconciles various customer and company reports to ensure stakeholder requirements are met.
• Promote personal growth and development by staying abreast of new policies and enhancements.
• Listen to customer concerns, effectively diffuses dissatisfaction, and quickly identifies course of action.
• Access & use Thermo Fisher Scientifics’ Intranet and SharePoint document management system.
• Represent Thermo Fisher Scientific throughout customer locations professionally and positively.
• Perform other duties as assigned by management.

Education

BS/BA degree in Science, Engineering, Business, Operations or related field. Master’s degree preferred.

Experience

• Experience leading field service teams required.
• 5-8 years management experience required.
• Multimillion-dollar P&L experience preferred.
• Demonstrated customer service skills.
• Detail oriented, problem solver, promotes team environment.
• Computer/software skills (i.e. Outlook, Excel, Word, PowerPoint.)
• Demonstrated verbal, written and presentation skills.

Knowledge, Skills, Abilities

• Must be able to read, write and speak English fluently.
• Excellent financial analysis and business acumen, negotiation, and project management skills.
• Ability to work under pressure, with a proven ability to make decisions with minimal direct supervision.
• Highly effective leadership, adept at team building and experienced in change management.
• Must possess the leadership and management skills to be able to lead, coach and empower a large group of employees along with excellent interpersonal skills to relate with employees at various levels off the organization.
• Strong analytical and critical thinking abilities to make timely decisions while functioning in a fast-paced changing work environment.
• Proficient verbal and written communication skills; including experience in writing SOP’s and presentation skills.
• Proven ability in leading multiple concurrent issues and prioritizing staff workloads.
• Overall understanding of service management, customer happiness.
• Detail oriented, problem solver, promotes team environment.
• Excellent computer/software skills. (Outlook, Excel, Word, PowerPoint).
• Basic understanding of employment/labor law regulations.
• Displays a high level of confidentiality for both customers and Thermo Fisher Scientific.
• Must maintain Thermo Fisher Scientifics’ Four-I Values.
• May work at customer locations, in office environments including cubicles and/or in laboratory environments.
• Must be able to work hours required to get the job done.