Manager

• Responsible for delivering outstanding customer support for all North East Region accounts in the Americas Science region.
• Provide direction and support for field service team by establishing processes, procedures and serving as mentor.
• Work in concert with customer and Thermo Fisher Scientific commercial team to ensure that all requirements and service metrics are met on a consistent basis.
• Act as liaison on behalf of customer and Thermo Fisher Scientific with profit and loss (P&L) responsibility for approximately $30M.
• Strategies for effective support of customers are developed, agreed, and implemented.
• Customer satisfaction is maintained and improved per targets.
• Leading and owning regional customer fulfillment to ensure service and timely resolution of critical issues.
• Owning service business P&L and working alongside finance and operations counterparts to ensure success.
• Collaborates with key account customers to understand their business needs and strategic objectives, builds relationships with decision-makers and identifies, develops, and closes enterprise services business opportunities.

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