Sr Manager, Medical Device/Clinical Markets

Industry: Professional, Scientific & Technical Services


5 - 7 years

Posted 50 days ago

Key Responsibilities:

  • Develops and execute a service strategy to support growing clinical/applied market addressing segment specific model customer requirements.
  • Oversee and drive operational excellence, standardization, and delivery efficiency with region teams to support medical device products.
  • Ensures that Thermo Fisher Scientific employee allegiance and customer allegiance (CAS) objectives are met or exceeded.
  • Works with region teams to assure profitability of Thermo Fisher Scientific Unity Lab Service operations on medical device products
    • This includes responsibility for escalations, service revenues, expenses, and quality and customer satisfaction.
  • Develops and analyze KPIs to ensure effective management and continuous improvement on service and product.
  • Develops and implement standard processes and procedures to better meet the needs of customers operating in an clinical/applied environment.
  • Conducts Customer Business Reviews with key segment customers to ensure both customer and Thermo Fisher objectives are met/exceeded, and strategic long term alignment between organizations
  • Leads/participates in PPI project teams as identified to improve business performance.
  • Involved in developing, modifying and executing company policies that affect immediate operations and may also have company-wide effect.
  • Partners with Commercial, Product Quality and Development teams to ensure success at key customer accounts

Preferred Qualification

  • Undergraduate degree required (B.S), preferably in a technical/scientific or marketing/business major.
  • 5 +years of experience in the Life Science or Clinical/Applied Market segments
  • 5+ years of Customer Account management
  • Ability to understand and analyze data to then develop recommendations for improvements
  • Strong verbal and written communication skills
  • Ability to travel up to 30% domestically
  • 5 years plus people management experience
  • Experience with applicable FDA regulatory requirements as applied to medical devices in North America
  • Experience with Quality Systems requirements as applied to medical devices in North America

Knowledge, Skills, and Abilities necessary to perform essential functions

  • Technical: Broad laboratory experience (Thermo Fisher Scientific or related equipment).
  • Logical thought process; successfully manages subjective decision-making.
  • Effective at managing and delivering individual and team results within a matrix reporting structure
  • Communication-verbal/written: clear, concise, and understandable.
  • Proven ability to resolve conflict.
  • Successfully developed and demonstrated coaching/counseling ability.
  • Consistently follows up on items/tasks.
  • Performs consistently under pressure.
  • Demonstrated consistent decisiveness (independent action).
  • Developed broad business scope.
  • Effective at diffusing high pressure/difficult customer situations and adept at driving root cause countermeasure activities
  • Works with other departments to identify and solve problems.
  • Minimal direct supervision required.
  • Proven/developed leadership ability/credibility.
  • Customer/business-oriented (satisfaction.)
  • Detailed understanding of customer service function.
  • Demonstrate Thermo Fisher Scientific values – Integrity, Intensity, Innovation and Involvement
  • Demonstrated Role Model Leader Characteristics:
  • Embody the 4-I values
  • Delight customers
  • Communicate openly and honestly
  • Focus on growth
  • Champion employee development