Manager, Field Services (LSG) - Nordics

Job Description

When you're part of Thermo Fisher Scientific, you'll do meaningful work, and join a team that values performance, quality and innovation. As part of a successful, growing global organization you will be encouraged to perform at your best. With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and chances to create significant contributions to the world, making the world healthier, cleaner and safer.

With Thermo Fisher Scientific, it's not just a career. It's a chance to realize your best - professionally and personally.

Position Summary:

As a Manager of the Field Service Engineers (FSE) you will be responsible for a team of highly skilled Service Engineers working in the Life Sciences domain. The Manager FSE' goals will focus on being responsible for the daily organization of the team, thereby achieving their corporate and commercial annual commitments, to ensure customer success when using our instruments and applications. The Manager FSE is ideally based remotely in one of the Nordics countries and fulfills below responsibilities and proficiencies.

• Define, communicate and provide continuous monitoring of our annual goals, set within the North EMEA Service and Support region.
• Accountable for our annual financial commitments, working closely with the commercial partners within CSD, GSD, BID and GTS.
• Follow-up on customer feedback and drive customer experience improvements to strive for customer satisfaction, measured through our CAS score.
• Support & coach your FSE team through the regular performance reviews and individual development plans.
• Track, supervise and adjust relevant internal and external work metrics for the team, to achieve full compliance and maximum work efficiency.
• Drive growth for our Professional Services business in the North region.
• Define and focus on own Development Plan to strengthen your leadership skills.
• Work with existing and potential customer to promote, propose, and quote on- site calibration, repair, and installation services.

• Schedule resources required at customer locations to satisfy customer service needs including automation equipment service, preventative maintenance, and installation.
• Meeting with team members on a regular basis to discuss progress and provide guidance on process creation, improvement and issue resolution.
• Provides guidance for career development including, technical / soft skill training,
• Responsible for issue and conflict resolution related to field team operations, thereby ensuring team compliance to our internal quality processes.
• Responsible for talent hiring and development

• Develops and continually improves business processes (SOP's) by initiating process audits and Practical Process Improvement (PPI) projects
• Lead and Participate in PPI projects for the field service teams
• Tracks and ensures that

• Bachelor's degree in Life Sciences or Engineering.
• Previous experience in a customer facing and/or people management role in a commercial biotech company
• Engineering or Laboratory experience within the life Sciences segment, with strong ambition for ever-improving people management competencies.
• Excellent and professional presentation, communication and softskill competencies. With strong view on repair and PM service requirements.
• Professional knowledge in using common worksheet, office and reporting tools
• Ability to create, analyse, and interpret scientific and technical reports, as well as important metrics reports.
• Experience with people and/or project management.
• Flexibility to travel throughout area of responsibility.
• Fluently speaking & writing English. Know earlier Nordic languages is an asset.
• Valid driving license and willing to travel 25-35% of the time.

• A technically savvy individual who is willing to take the next step in their career, in leading a team and drive customer success.
• A resilient problem solver and priority setter with the ability to troubleshoot internal and external queries and challenges.

• 100% Customer minded individual with the insight to understand customer concerns.
• Concise and excellent communicator.
• Teammate who can integrate internal and field-based activities across functions to support business and customer requirements, while handling work-time effectively.
• A person with a genuine curiosity about people management and loves to mentor individuals through their career.
• Ability to run multiple projects successfully. in parallel.