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Job Description
Job title: Director, Global Field Services and Support, Clinical Mass Spectrometry
: Senior Director, Commercial, Clinical Mass Spectrometry
Central or Northern Europe (proximity to large hub international airport)

Company Information:

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with revenues of $18 billion and 55,000 employees in 50 countries. Our mission is to enable our customers to make the world healthier, cleaner and safer. We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics and increase laboratory productivity. Through our premier brands – Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific and Unity Lab Services – we offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive support. For more information, please visit www.thermofisher.com.

The Clinical Diagnostics Division (CDD) is an organization made up of business units which develop, manufacture and market instruments and consumables that serve a broad, diverse mix of diagnostic segments. The major business units include Niche Diagnostics, Biomarkers, Clinical Diagnostic Systems (includes clinical mass spectrometry), and Clinical Diagnostic Reagents. The division manages a diverse portfolio of products servicing multiple end markets. CDD maintains recognized technology and manufacturing leadership in the markets in which it serves. CDD has approximately $800M in revenue and 2,000 employees across the Americas, Europe and Asia. Primary global business locations are in California and Virginia for the United States; primary global business unit locations also include Germany and Finland. Emerging markets focus particularly in the China marketplace. The Clinical Diagnostics Division is part of the Specialty Diagnostics Group within Thermo Fisher Scientific.

Position Summary:

The Director will build, lead, train, and manage a newly created Global Services and Sales Support group to support the launch and rapid market penetration of a new clinical mass spectrometry product in CDD’s Clinical Diagnostic System business unit. The scope covers the entire customer experience of the integrated system - hardware, software, reagents, consumables, and includes responsibility for field engineering, technical applications support, and customer support (phone/remote).

The leader in this position must be highly customer centric and instill this focus and holistic approach to solving our customer’s issues with the team. She/he should be able to operate at both the strategic and tactical/execution levels. She/he will develop a coordinated, global services strategy in partnership with sales, marketing and other business functions. She/he will be expected to manage a global organization with a direct and matrixed structure to implement the strategy, develop and manage key business processes and focus the organization on achieving its objectives.

The position reports to the Senior Director of Commercial and will be part of the Extended Leadership Team for the Clinical Diagnostics Division.

Key Responsibilities:
The Director, Global Services will have responsibility to meet the business unit objectives as follows:
  • Develop the Field Service and Support strategy for the clinical mass spectrometry product line. Understand and incorporate customer needs and lead the formation of the of the global field service and support organization
  • Manage the day to day operations of on-site and remote support of installation, repair, maintenance and technical application support for customers.
  • Work closely with Sr. Director Commercial, Regional Sales Directors and other leaders in the CDS business unit to drive execution of the Clinical Mass Spectrometry commercial and service strategy to deliver an outstanding customer experience and high customer allegiance.
  • Drive a culture of customer centricity to support the Clinical Mass Spectrometry program
  • Develop organization and processes with particular focus on customer uptime and service responsiveness
  • Develop strategic and operational plans for direct and matrix service teams globally.
  • Work collaboratively with divisional and business unit team members (sales, marketing, product management, factory support, R&D and operations) to influence changes and improvements to drive an excellent customer experience and high customer allegiance.
  • Provide “customer intelligence” to sales/marketing teams to influence strategic and tactical business decisions
  • Ensure that equipment and documentation is maintained to meet FDA, ISO and other regulatory standards as well as following safety, quality and GMP guidelines.
  • Develop, train, and coach direct and matrix teams, upgrade capabilities and recruit and retain exceptional talent.
  • Ensure sharing of best practices across the global service organization. Continuously improve processes to drive productivity and customer allegiance.
  • Lead and provide key input to strategic business initiatives as required.
Minimum Requirements/Qualifications:

The ideal candidate will have:
  • Education - Bachelor’s degree required. Engineering background in Electrical, Mechanical or similar preferred.
  • Minimum 10 years of relevant industry experience , with a proven track record of leading field service and support in In Vitro Diagnostics (preferred), Life Sciences or Medical Device markets
  • Experience in working with complex clinical laboratory equipment in a service or product management capacity. Hands-on experience as a field engineer and/or technical applications specialist for clinical laboratory equipment preferred.
  • Excellent Leadership skills, with proven ability to develop a high-performance, customer focused and responsive organization and to get things done through others.
  • Strong business acumen and use of business analytics to prioritize, lead and influence.
  • A process improvement mindset and ability to influence and drive change, directly and in a matrixed environment
  • Ability to effectively lead a global team across different geographic regions to ensure consistent process and standards and sharing of best practices.
  • Ability to effectively network and collaborate with peers in other functions and with colleagues in other businesses.
  • Excellent ability to develop strategies based on sound analysis and business judgment and to effectively articulate recommendations.
  • The position requires frequent travel within Europe and to US and Asia customer and internal sites
If you are interested in this role, please send your CV to: natalie.aggelidou@thermofisher.com

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
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