Position Summary:
This role is responsible for delivering service operational excellence, organic revenue growth and profitability across the Instrument & Enterprise Services (IES) portfolio for LPD in North America. Primary goals and objectives on supporting our Instrument and Enterprise Service offerings- delivering high service levels, high customer satisfaction, and expanding service margins through improved productivity and increased customer share of wallet. This role works closely with IES, Divisional and Corporate stakeholder teams to ensure effective delivery of our service commitments made to our customers and meet their requirements. The leader in this role is responsible for $44.1M+ in annual service revenue and will lead a team of 5 Regional Service Managers as direct reports and an extended staff of approximately 126 Field Service and Field Service Supervisors.
In addition, this role will be accountable as the Global Services Divisional Lead for IES driving alignment on service delivery with the LPD Division with the intent to strengthen the partnership and confidence in the sources allocation globally. The IES Services VP will rely on this role to work closely with the Global IES LPD EMEA team to drive alignment and best practice sharing within the business unit.
The successful candidate will be a strong leader with a proven track record of leading remote based teams. This role will also require experience interfacing with leadership counterparts across a matrixed organization. This leader will have to earn the trust of their subordinates, superiors and peers while also creating a results-oriented culture built on transparency and accountability. The ideal candidate is a self-starter with a track record of consistently
delivering high quality results.
Significant Duties/Responsibilities:- Ensure that annual financial AOP targets (revenue, productivity, GM and EBITA) are achieved
- Ensure key service delivery and operational metrics (Response Time, Down Time, Days To Repair, Calls Per Day, Utilization, Time To Close SWO, SLAs, Customer Experience (CAS), Inventory, EH&S, Quality) are achieved
- Establish strategic and operational plans, budgets and programs consistent in order to achieve goals outlined in the annual operating plan (AOP), Human Resources Review (HRR) process, and Strategic Plan (STRAP)
- Lead the business strategy and management of the IES Authorized Service Provider program
- Ensure revenue forecast accuracy and expense performance management activities
- Lead team to understand and utilize Practical Process Improvement Business Systems (methodology/tools) to improve productivity and utilize strategy deployment to achieve our productivity objectives for Americas Services.
- Works with Business Process Owners (BPOs) to ensure compliance with all service delivery process requirements, while providing input to drive continuous process improvements
- Champion employee development and engagement
- Drives accretive Employee Involvement Survey (EIS) scores
- Lead, educate, mentor, and empower Regional Service Managers
- Work closely with various Thermo Fisher Scientific internal stakeholders to:
- Improve service account retention and expansion
- Grow service and product line SOW
- Resolve customer complaints and manage Hot Account escalation activities
- Achieve/exceed annual CAS targets by creating and providing exceptional Customer Experience for both internal and external customer stakeholders
- Work with IES and divisional commercial and commercial operations teams to support instrument service growth strategies by successfully delivering on operational goals and ensuring adoption of standardized processes, metrics and accountability to drive top line/bottom line results.
- Provide insight into new opportunities for business expansion through the field service engineers and customer interactions
- Responsible for helping define and execute on field service delivery for new product introductions
Minimum Requirements/Qualifications:- Bachelor’s Degree with a minimum 7 years of management experience in services or relevant industry, with preference for analytical instrument, or lab equipment experience. Ideally multi-segment/multi-product account management and support
- Experience influencing results and alignment across a global busines function including leaders at the VP level.
- Prefer experience at the General Manager scope having broad decision authority at the sub- BU level at a minimum.
- Seasoned leader with ability to influence at all levels within the organization
- Ability to lead in highly matrixed, multi-culture environment
- Working knowledge of forecasting, budgeting, service cost drivers, and basic accounting principles or related experience.
- Experience in change management principles and methodologies
- Demonstration of successful conflict resolution, self and social awareness
- Continuous Quality Improvement skills
- Demonstrated verbal, written, and presentation skills.
- Computer proficiency, with specific skill in Microsoft Office suite.
Knowledge, Skills, and Abilities necessary to perform essential functions- Demonstrated “roll up the sleeves” field leadership abilities
- Self starter, highly motivated leader with a strong bias for action/execution
- Excellent listener, ability to establish rapport with clients and colleagues, communicates persuasively and with integrity, effective negotiator, excellent presentation skills
- Business Acumen skills (demonstrates broad business knowledge)
- Strong planning and organizational skills
- Analytical skills (interpretation, problem solving, etc.)
- Continuous improvement skills with strong evidence of a process orientation
- Ability to travel (averaging approximately 25% to 50%)
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