Regional Service Manager West M&M

Regional Service Manager West M&M

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Adherence to all Good Manufacturing Practices (GMP) Safety Standards, Office, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

DESCRIPTION:
At Thermo Fisher Scientific, manage a field service team to deliver excellent technical support while growing service business. You'll manage a team of Field Service Engineers (FSEs) providing installation, maintenance, repairs, and customer support for sophisticated analytical and scientific instruments. This role combines technical leadership, people management, and strategic business development to ensure excellent customer experiences and meet organizational goals.

Help advance scientific service delivery by implementing effective solutions, optimizing team performance, and building strong customer relationships. Support continuous improvement initiatives while maintaining the highest standards of quality and safety. Collaborate with sales, technical support, and other stakeholders to develop and execute service strategies that grow revenue and enhance customer satisfaction.

REQUIREMENTS:

• Team Leadership: Manage and proactively lead the regional service team through all stages of the client lifecycle—from administration and planning to execution and completion.
• Revenue Generation: Drive regional profitability by achieving or exceeding targets for service contracts (AMCs/CMCs) and spare parts sales.
• Operational Excellence: Monitor team KPIs, ensuring adherence to budgets, timelines, and quality standards.
• Customer Allegiance: Improve Customer Allegiance Scores (CAS) by maintaining strong relationships with existing clients and identifying new business opportunities.
• Compliance: Ensure all team activities align with corporate policies, HR compliance, and safety standards.
• Mentorship: Lead, coach, and develop FSEs to upgrade their technical skills and prepare them for future leadership roles.
• Succession Planning: Identify and groom a successor through a structured development plan in line with organizational growth.
• Culture: Foster a high-performing team environment built on empathy, ownership, and accountability.
• Domain Expertise: Strong knowledge of process applications specifically within the Cement, Steel, and Process industries.
• Troubleshooting: Apply advanced logical and analytical diagnostic skills to perform Root Cause Analysis (RCA) and resolve complex instrument issues.
• Software Proficiency: Expert use of Service Management Software and the Microsoft Office suite.
• Influence Without Authority: Ability to lead cross-functional teams and drive results through persuasion and partnership.
• Conflict Management: Skilled at handling difficult customer situations and critical technical escalations with a "soft-spoken" yet firm professional demeanour.
• Strategic Thinking: Ability to balance immediate technical fixes with long-term business objectives.

Minimum Qualifications

• Education: Bachelor’s degree Electrical, Electronics, Instrumentation or Mechanical Engineering.
• Experience: 10+ years of total working experience.
  • Minimum 5 years in Customer Service Management.
  • 3+ years in a direct supervisory/leadership role managing technical teams.
• Technical Hands-on: Experience on Analytical instruments and Direct experience with XRF/OES/Process analyzers analytical instruments is additional advantage.
• Language: Proficiency in English; multilingual skills are a plus depending on the specific region.

Experience Level

Mid Level