Sr Service Manager, North America Repair Facilities

Job Description

When you're part of the team at Thermo Fisher Scientific, you'll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you'll be supported in achieving your career goals. Our staff members are committed to making a difference in our organization, for our client partners and the patients we serve. We seek individuals with demonstrated capability and strong character to help lead our organization now and into the future.

We are seeking an experienced Sr. Manager to lead all aspects of the North America Repair Facilities for our Laboratory Equipment Business. In this role, you will lead the repair depot processes and operations across different sites in North America. You will play a critical role in ensuring the efficient and effective management of repair depots, fostering customer satisfaction, and driving business growth within the laboratory equipment segment.

• Staff Management: Lead and develop a team of repair depot engineers, providing guidance, coaching, and support to ensure optimal performance and achievement of divisional goals.
• P&L Accountability: Have accountability for budget and financials, ensuring profitability targets are met or exceeded. Monitor costs, identify areas of improvement, and implement strategies to improve revenue and minimize expenses.
• Management of North American Sites: Coordinate operations across multiple sites, ensuring consistent processes, quality standards, and timely execution. Collaborate with site supervisors to optimize efficiency and drive operational excellence.
• Customer Satisfaction: Develop and maintain strong relationships with key customers, addressing their repair depot needs and concerns. Monitor customer feedback and implement corrective actions to enhance customer satisfaction and loyalty.
• Process Improvement: Continuously evaluate and enhance processes, systems, and workflows to drive efficiency, accuracy, and customer satisfaction. Implement standardized processes across North American Depots.
• Collaboration: Collaborate with cross-functional teams, including sales, customer service, and technical support, to ensure seamless coordination and execution depot activities. Communicate effectively with internal partners to align objectives and achieve overall business goals.

• Bachelor's degree in business administration, Engineering, Finance or a related field. MBA preferred.
• Five years of demonstrated experience in team and operations management, preferably within the laboratory equipment or scientific instrumentation industry.

• Consistent track record of successfully leading staff and driving operational excellence.
• Strong financial competence and experience with P&L management.
• Excellent leadership, communication, and interpersonal skills.
• Ability to successfully operate in a fast-paced, matrixed organization.
• Strong problem-solving and decision-making abilities.
• Experience with lean management principles and continuous improvement methodologies is a plus.
• Position requires approximately 15% travel. Can be based Remotely in the United States, East Coast.

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
• Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount