Senior Director Service

Thermo Fisher Scientific   •  

Franklin, MA

Industry: Professional, Scientific & Technical Services


11 - 15 years

Posted 186 days ago

This job is no longer available.

This leadership position has global P&L responsibilities (measured by organic growth, margin expansion and measured cash flow) across our entire service portfolio. These services include but are not limited to instrument installation, validation, spare parts, field maintenance and tech support for Environmental and Process Monitoring (EPM), Field and Safety Instruments (FSI) and Materials and Minerals (M&M) products manufactured by CAD. Responsibilities also include the management and oversight of service –related supply chain and material support services. The Senior Director Services is accountable for developing and executing the service strategy through the leadership of a cross functional team with functional support from Commercial, Marketing, Operations, R&D, IT, HR and Finance. The Senior Director Service must work effectively in a matrix management environment and in cooperation with broader stakeholders. In addition to developing the overall regional business strategy based on customer needs, this position will ensure scalable and profitable growth for the future to ensure that Thermo Fisher builds upon its position as the leading provider in serving science. The revenue for services is approximately $230M with 500+ employees in the total service organization.

What will you do?

  • Own and deliver service commitments including organic growth, profitability and cash flow for a complex global division
  • Develop the near term (1-2 years) and long term (3-5 years) global service strategy, working with customers to understand market trends and adjust strategic direction as necessary
  • Represent the service function on the CAD leadership team, to ensure alignment and collaboration in meeting and exceeding the Annual Operating Plan (AOP)
  • Develop and implement the strategy, tactics and processes that lead to increased customer value creation and profitable, above-market service revenue growth in the markets served
  • Grow market share in key segments through a comprehensive understanding of the market and a steady stream of innovative and competitive service offerings released to the marketplace
  • Create and champion digital modes of service
  • Create standard work and management dashboards to quickly and effectively monitor, manage and communicate operational and strategic performance, embracing our culture of continuous improvement through our PPI (Practical Process Improvement) Business System
  • Establish and build relationships with Thermo Fisher Scientific peers and ensure strategic and operational alignment across regions
  • Maintain high levels of customer allegiance by building strong customer relationships and promoting an excellent customer experience. Leverage Customer Allegiance Survey (CAS) results and key metrics to implement improvement plans that deliver measurable and tangible value to our customers
  • Partner with Commercial team to ensure deals can be implemented profitably and meet/exceed customer expectations
  • Lead, coach and develop the service team and build a bench of future leaders

How will you get here?Education

Undergraduate degree required (B.S.), preferably in a technical/scientific or marketing/business major

  • 10+ years of experience in the Life Science or Industrial Industries, with 5+ years of service experience
  • Demonstrated track record of managing a P&L and successfully leading businesses to profitable growth and market leadership positions
  • Experience working in a multinational company with demonstrated ability to lead effectively across cultures and drive results in a matrixed operating environment
  • Excellent strategy, planning and execution skills with proven ability to drive results
  • Superior verbal and written communications skills
  • Strong leadership skills with an ability to inspire others and create a strong sense of purpose
  • Highly developed commercial and business acumen, with an ability to recognize growth and profit opportunities and capitalize on them
  • Ability to understand, analyze and assimilate complex issues, draw correct conclusions and formulate clear strategy and policies
  • High energy level with ability to embrace and model the Thermo Fisher Scientific values of Integrity, Intensity, Innovation and Involvement
  • Experience and comfort with strategy deployment tools and utilizing PPI, Lean, 6-sigma, or similar tools to drive operational and business improvements within a commercial organization
  • Ability to travel up to 40% globally