Work ScheduleStandard (Mon-Fri)
Environmental ConditionsOffice
Job DescriptionDESCRIPTIONThe Director, Field Service is responsible for leading the NA Science Services organization, with full accountability for Services P&L, operational performance, customer satisfaction, and strategic execution across the Americas and Canada. This role oversees all service-related activities including installation, validation, preventive and corrective maintenance, parts support, service contracts, regional technical support, and total service delivery for MSD products.
The Director, Field Service will:
- Lead and develop a high-performing NA-based service organization.
- Drive profitable revenue growth, operational excellence, and superior customer experience.
- Develop and execute Science service strategies aligned with global and divisional objectives.
- Partner closely with Commercial, Marketing, Finance, HR, IT, and Global Service leadership to enable scalable growth.
- Strengthen strategic customer relationships and support long-term market expansion in NA.
This position requires strong knowledge of the NA Life and Material Sciences and research market, proven P&L leadership, and experience operating within a complex, matrixed multinational organization.
Key ResponsibilitiesP&L Leadership and Business Performance- Own and deliver the NA Science Services P&L, ensuring commitments in revenue growth, margin expansion, and cash flow performance.
- Drive service contract penetration, renewal rates, attach rates, and lifecycle revenue growth.
- Develop financial forecasts, workforce planning models, and investment strategies aligned with business objectives.
Operational Excellence- Lead Field Service Operations and Regional Technical Support.
- Implement standardized work processes, KPIs, dashboards, and performance management systems to improve productivity and accountability.
- Champion Thermo Fisher's Practical Process Improvement (PPI) culture to accelerate continuous improvement.
- Ensure consistent service delivery standards, responsiveness, and compliance across all territories.
Customer and Market Leadership- Identify evolving customer needs across pharma, biotech, academic, and government segments and implement differentiated service solutions.
- Ensure high-quality service performance for strategic national and global accounts operating in NA.
- Build and maintain strong executive-level relationships with key customers and partners.
- Support regulatory compliance and quality standards aligned with local requirements across NA.
Strategic Planning and Alignment- Develop and execute short-term (1-2 year) and long-term (3-5 year) NA Science service strategies.
- Align closely with Global Service leadership to ensure best-practice adoption and operational consistency.
- Collaborate with Commercial leadership to integrate service strategy into broader NA growth plans.
Talent and Organizational Development- Build organizational capability through strategic hiring, training, and succession planning.
- Develop leadership bench strength and technical expertise within the NA Science Services organization.
- Foster a culture of accountability, engagement, and high performance.
- Promote Thermo Fisher's 4i Values: Integrity, Intensity, Innovation, and Involvement.
REQUIREMENTSMinimum Qualifications- Bachelor's degree required; MBA or advanced degree preferred.
- Significant leadership experience in service operations within a multinational organization.
- Demonstrated success managing full P&L responsibility with consistent profitable growth.
- Proven ability to operate effectively within a matrixed global organization.
- Strong commercial acumen with experience partnering closely with Sales and Business Development.
- Deep understanding of the NA life sciences, academic, and research markets preferred.
- Excellent executive communication and stakeholder management skills.
- Willingness to travel up to 30% globally.
Leadership Capabilities- Strong strategic and financial acumen with the ability to identify and capture growth opportunities in a competitive market.
- Results-oriented leader with a track record of operational and commercial performance improvement.
- Ability to translate complex market dynamics into actionable service strategies.
- Strong leadership presence and ability to influence across functions and organizational levels.
- Deep commitment to customer-centricity, service excellence, and Thermo Fisher Scientific's 4i Values.
Compensation and BenefitsThe salary range estimated for this position based in Oregon is $145,500.00-$218,250.00.
This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:
- A choice of national medical and dental plans, and a national vision plan, including health incentive programs
- Employee assistance and family support programs, including commuter benefits and tuition reimbursement
- At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
- Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
- Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount
For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards
