Clinical Sequencing (CSD) Service Product Development Manager (REMOTE)

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $40 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 sophisticated analytical challenges, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them.
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.
How will you make an impact?

The CSD Service and Support Development Manager oversees the implementation and support for all assigned instruments. In this role, you will have direct, hands on experience with servicing and/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 issues identified by the field
• Support internal Service teams, training and technical writers to ensure completion of all required project deliverables.
• Manage tactical and strategic decisions that impact Global Services and Business Partner portfolio management.
• Participate on integration related teams to efficiently onboard 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 costs 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?
Education/Experience:

Bachelor's degree in Life Sciences or Engineering required.

Educational equivalency may be considered.

Experience

• Three to five years of experience working with next generation sequencing instrumentation required (IonS5, Ion Chef, Genexus preferred).
• Familiarity with the life science industry highly preferred.
• Experience as a support scientist or field engineer a plus.

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 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.
• Ability to develop and support OEM vendor relationships.
• Excellent verbal and written communication skills.
• Ability to travel up to 15% (domestic and international.

Our global team of more than 100,000 colleagues delivers an outstanding 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.
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.