Location
Milton Keynes, Buckinghamshire | United Kingdom
Job description
Title: Manager, Service
Location: Milton Keynes (Remote and located near London is preferred)
Hours: Monday - Friday 8am-5pm
Travel: 25% -40%
Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $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 complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team of more than 100,000 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, Patheon and PPD. For more information, please visit .
Position Summary:
The Service Manager (SM) is responsible for the operational management of the Field Service team and the execution of service strategies to positively impact our customers and the IDD business. The SM leads the local technical teams consisting of team leads, field service engineers and Technical Specialists. In this local leadership role, the SM will have responsibility for the development of local policies and procedures and the implementation of regional and global policies that support the company’s provision of Technical Services. The SM will work closely with local functional leads including Lab Sales, Marketing and Customer Services and regional/global teams to ensure business success.
Key Responsibilities:
- Lead a field-based team of technical service engineers to deliver a best-in-class service to the customer and a competitive advantage for the business.
- Enable the local technical service team to:
- provide first level technical support and specialist technical troubleshooting;
- lead and maintain hardware and software assets at the customer; perform equipment installation, qualification, planned service, and repair;
- Be trained appropriately for hardware, software and application support with training materials, training courses, service bulletins and troubleshooting guides.
- Provide coaching and mentoring to employees and build proficiency across the technical services team and undertake regular and effective performance reviews.
- Maintain a technical services structure to support our customers by leading recruitment efforts, developing a talent pipeline and retaining talent.
- Establish, build and maintain standard process across the local team.
- Support the laboratory sales process; instrumentation forecasting and implementation, supporting efforts to establish appropriate solutions (workflow), input into tender/contract KPI’s and defining options for provision of technical services in line with SLA’s/Service T&C’s, customer hyper care.
- Lead the successful execution of
- the preventive maintenance (PM) program and HW upgrades;
- new instrumentation implementation and associated project planning and scheduling;
- updates to ISW and data management solutions, and;
- Global Services service bulletin implementation and any field corrective actions.
- Lead the technical support hotlines ensuring customer technical complaints are resolved satisfactorily and that timelines are routinely monitored and addressed if these fall below the expected level.
- Support our business by understanding and acting on operational performance (KPI’s), installed equipment performance (e.g, usage, downtime, breakdown frequency, root-cause analysis) and service costs.
- Participate fully in local and regional management meetings.
- Play a lead role in maintenance of ISO 13485 and ISO 9001 accreditation across the local team. Attend internal and external audits having reviewed business objectives and quality metrics as part of regular management meetings
- Work closely with third party providers to ensure local service activities are implemented effectively and within the terms and conditions of relevant contracts.
- Act promptly on customer feedback via the CAS system and apply the information available to make data-based decisions on local service strategy.
- Maintain strong customer relationships and liaise as appropriate with the relevant sales account manager for the customer ensuring the customer needs are met.
- Support laboratory sales colleagues to develop business opportunities within their regions as-and-when required.
- Maintain accurate records of spare parts, ensuring parts are used appropriately and handled cost-effectively.
- Be the ‘voice of the customer’ by providing feedback to global product teams on instrument reliability and quality.
- Input into the development of training material, support literature and technical guidance for laboratory customers.
- At all times, ensure that quality and regulatory requirements and company policies are adhered to.
- Participate in service, commercial and customer meetings as and when required.
- Work diligently towards achieving goals and strive to improve our customer satisfaction. At all times, strive to live up to the 4i values of Thermo Fisher Scientific!
Minimum Requirements/Qualifications:
Education & Experience
- Higher level qualification in an engineering or life science subject (or relevant experience)
- Previous management/team lead experience.
Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $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 complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team of more than 100,000 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, Patheon and PPD. For more information, please visit .
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