Sr Manager, Field Services, Latin America

Work Schedule

Environmental Conditions

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Position Summary:

Thermo Fisher Scientific is seeking an experienced Service professional to lead the Latin America Field Services and Support organization. This team is +50 technical colleagues strong and is passionate about enabling customer success for a rapidly growing instrument installed base across a broad region. This role reports directly to the Director LATAM Service and Support.

Responsible for achieving customer, operational and financial targets, this role is instrumental in fostering strong communication and collaboration with functional areas across the region and deploying regional Remote and Field Service strategy in each individual local operation. You will partner closely with Application Support and Commercial team members to deliver exceptional customer experience and enable Services operations to support accretive revenue growth across multiple divisions within the company. You will be responsible for driving operational efficiency in LATAM, ensuring the delivery of profitable and scalable services. The ideal candidate should possess a blend of the following behaviors: people leadership, operational rigor attitude, situational agility, effective communication, positivity and a passion for exceeding customer expectations.

Key Responsibilities:

• Advise all customer facing based field and remote service personnel in the Latin America countries, including field service engineers and technical service engineers (remote engineers).

• Achieve targets for service performance metrics including customer (customer allegiance score), operational (uptime, response time, planned maintenance backlog, utilization rate, remote resolution rate and involvement rate), and financial (revenue, absorption, direct expenses) across multiple service product lines.

• Use practical process improvement and relevant mechanisms to drive operational effectiveness, productivity and streamlined processes.

• Nurture an interpersonal culture rooted in the company’s 4i values of integrity, intensity, innovation and involvement while reinforcing the regional service strategy that aligns to local priorities.

• Attract, develop and retain talent, including people leaders, and maintain high employee engagement with a focus on safety, well-being and work-life balance

• Align with regional Application support and functional leaders, as well as business and commercial leaders on key initiatives that drive support on post-sales operation execution and service attachment.

• Responsible for optimizing structure, deploying capabilities and using new tools or system enhancements to deliver differentiated service levels.

• Involvement in monthly revenue/expense forecasting and operational performance review, quarterly business updates and annual P&L planning

Minimum Requirements/Qualifications:

• BA or BS degree with science, engineering, Sciences, Business, or related field.

• 5+ years of management experience in technical field and remote service operations or related industry.

• General knowledge of life science applications and instrumentation used in research, applied, and clinical end markets.

• Experience with building and deploying field and remote service capabilities, as well as using technology to improve overall customer experience.

• Experience managing multi-million dollar P&L responsibility.

• Strong business acumen with ability to analyze financial metrics and drive profitability.

• Attitude with attention to detail in execution and KPI implementation, plus a willingness to be a hands-on leader that builds trust and followership.

• Strong collaborator focused on developing working relationships with Service & Support team-member, as well as functional and business partners.

• Drive alignment across a matrixed organization with the ability to work effectively across multiple stakeholders.

• Ability to analyze situations, apply independent judgment, discretion and initiative to guide creative problem solving.

• Proactively demonstrating data or insights, including key performance indicators (KPIs), to understand, identify or predict trends to guide actions and drive desired behaviors

• Interpersonal and team-building skills, including active listening, communication and consultative dialogue with expertise in working successfully and creatively with a wide variety of individuals and groups.

• Strong customer relationship management skills

• Fluent in English, Portuguese, and Spanish languages

• Willingness to travel, approximately 20% domestic and international

• Valid driver's license and passport required for travel