Thermo Fisher Scientific Manager, Technical and Depot Support, Americas in Kalamazoo, Michigan

Job Description

Division Summary:

The Anatomical Pathology Division (APD) provides laboratories with the broadest portfolio of instrument and consumable solutions, from specimen collection and grossing to advanced staining and cover slipping. The Division generates $400MM in annual revenue and has 1,500 employees in 13 countries. The anatomical pathology product line includes Richard Allan Scientific, Erie Scientific, Microm, Shandon, and Lab Vision.

Position Summary:

Manage the Americas Technical and Application Support, Instrumentation Depot, Service Warehouse, and Service Revenue teams for Thermo Scientific Anatomical Pathology, focused on troubleshooting, servicing, and repair of customer and demonstration instruments. This role will be responsible for the Kalamazoo Service Support to include all functions, processes, and results to include phone support, repair depot, cycle times, and revenue for both billable and contracted line items. The manager will coordinate and deploy resources that focus on instrument related customer support issues, in addition to positive customer outcomes and profitability of the applicable service P&L. The manager will also provide support and work in conjunction with our direct sales force and domestic customers on technical assistance, field repairs, and preventative maintenance to ensure overall customer satisfaction and promote growth in the Thermo Scientific business.

The position requires a tactical ability to grow and maintain a high level of customer satisfaction and operational performance. In addition, job scope includes; a solid understanding of product repair options, frequent visits with customers, and interactions with 3rd party service providers. This management position will coordinate with other team leaders and managers throughout service and the company to assure maximum operational performance. The role must provide the necessary tactical leadership to maintain a world-class benchmark level of customer satisfaction.

This role will lead a team comprised of 10 – 20 members that include; Instrument Technicians, Warehouse Clerks, Service Contract Analysts, and Service Administration. It is responsible for personnel activities of subordinates including; reviews, salary adjustments, hiring and termination recommendations. Additional functions include; monitoring weekly timesheets, expense reports, service reports and invoices.

Minimum Requirements/Qualifications:

  • Bachelor’s degree required; Business, or Technical degree in electrical or mechanical engineering preferred

  • 5-7 years prior demonstrated management experience preferred

  • Prior Operational experience strongly preferred

  • Direct customer service experience preferred

  • Demonstrated verbal, written and presentation skills

  • Computer proficient particularly in the Microsoft environment

Non-Negotiable Hiring Criteria:

  • Bachelor’s degree required; Business, or Technical degree in electrical or mechanical engineering preferred

  • 5-7 years prior demonstrated management experience preferred.

  • Demonstrated verbal, written and presentation skills

  • Computer proficient particularly in the Microsoft environment

If you are an individual with a disability who requires reasonable accommodation to complete any part of our application process, click here at https://jobs.thermofisher.com/page/show/eeo-affirmative-action-statement#accessibility for further assistance.

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.