Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $25 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them. Our global team of more than 75,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services and Patheon. For more information, please visit www.thermofisher.com.
Location/Division Specific Information
Carlsbad, CA/ Global Service and Support
How will you make an impact?
The Service and Support Development Manager will oversee the implementation and support for all assigned instruments. In this role, you will have direct, hands on experience with servicing or developing services for our current and future instrument portfolio.
What will you do?
Develop a coordinated product support strategy to support the business and balance competing priorities/systems.
Work closely with other departments to identify opportunities to improve customer satisfaction, improve internal and customer facing processes, and grow service revenues across product portfolios.
Ensure that best practices and priorities are adhered to and regularly reviewed.
Support and develop new/legacy products with project teams to the high standard as established in the product commercialization process.
Work with internal teams to rapidly establish root cause and resolve the issues identified by the field.
Support internal Service teams, training and technical writers to ensure completion of all required deliverables.
Manage tactical and strategic decisions that impact Global Services and Business Partner portfolio management.
Participate on integration related teams to efficiently on board purchased technology.
Work with individual Service Development Managers, Quality, R&D, Compliance Service Managers, Product Marketing and Service Marketing to drive service metrics, develop strategies and prioritize action plans to reduce service and improve customer satisfaction.
Ensure that product changes are communicated through to the field support groups as required.
Review Engineer Change Orders, Manufacturing Change Orders, document change orders that are impacting supported products.
Work with PM team to design and implement an obsolescence plan for all end-of-life instruments.
How will you get here?
Three to five years of experience working with complex instrumentation required.
Familiarity with the life science industry highly preferred.
Experience Knowledge, Skills, Abilities
Ability to create and understand effective business models to support new business development
Strong customer focus and ability to clearly communicate technical information throughout the organization
Prefer prior experience with our bioscience products and instruments
Experience with GMP, regulatory markets or clinical environments a plus
Ability to partner with, and plan projects to appropriate levels of details to achieve consensus among team members.
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
Thermo Fisher Scientific Inc.