Sr. Manager Customer Site

Thermo Fisher Scientific · Cambridge · $119,000–$178,550 (stated in the posting)

Apply on the company website

Work Schedule

Environmental Conditions

Job Description

At Thermo Fisher Scientific, you’ll help our customers make the world healthier, cleaner and safer. Our teams develop solutions to some of the world’s toughest challenges, from protecting the environment and keeping food safe to helping find cures for cancer.

The Senior Strategic Solutions Manager is the primary contact and strategic partner for key customers. In this role, you’ll lead high-value relationships, grow and expand existing business, and ensure committed services deliver measurable customer value. You’ll lead a cross-functional, on-site team and partner across a matrixed organization to improve performance, resolve issues, identify efficiencies and strengthen customer satisfaction.

What you’ll do

• Lead, coach and develop a cross-functional team of on-site service specialists. Participate in hiring, training, performance management and employee development. Promote collaboration, open communication and a positive team environment grounded in Thermo Fisher’s values of Integrity, Intensity, Innovation and Involvement.
• Ensure delivery of the committed scope of services. Lead customer performance reviews and document the value created for the customer.
• Monitor service levels, productivity, attendance and performance metrics to ensure customer needs are met and high-quality service is consistently delivered.
• Serve as the liaison between the customer and Thermo Fisher. Identify process issues and operational opportunities, recommend solutions, develop action plans and lead process improvement initiatives.
• Manage supply chain and inventory control functions across multiple locations.
• Assess employee training needs, arrange development opportunities, and ensure cross-training. Support employees’ career growth and succession planning.
• Quantify customer value through data collection and reporting. Develop and maintain standard operating procedures, performance indicators and processes that support department and customer objectives.
• Report business metrics, track trends, identify opportunities and serve as a resource for the sales team and customer on service, savings and performance improvement.
• Lead performance measurement and optimization, including customer scorecard reviews, talent assessments, variance resolution and communication of customer metrics across the organization.
• Attend and participate in quarterly business reviews at customer sites.
• Conduct site audits and annual physical inventory.
• Perform other duties as assigned.

How you’ll get here

Education and experience

• Master’s degree and at least 4 years of experience, or bachelor’s degree and at least 6 years of experience. A degree in a scientific field, such as chemistry, biochemistry or chemical engineering, or a business-related field is preferred.
• 8–10 years of supervisory or leadership experience, including people management.
• Experience in the pharmaceutical or a comparable industry is preferred.
• Experience managing complex initiatives in a matrixed environment with broad, high-value impact.

Skills

• Strong leadership and supervisory skills, including the ability to lead, coach, influence and motivate a large team.
• Excellent interpersonal skills and the ability to work effectively with employees, customer stakeholders at all levels, and colleagues.
• Strong organization, negotiation and communication skills.
• Customer advocacy, sound judgment and a self-directed approach.
• Effective change management skills and the ability to adapt as priorities evolve.

Work environment and schedule

• Standard work schedule: Monday through Friday. Flexibility may be needed to meet business and customer requirements.
• Remote office work with local travel (approximately 75%) to customer sites.
• Employment is contingent on successfully completing Thermo Fisher’s pre-employment screening, including a background check and drug test, as well as any customer-required screening, credentialing or badging. Customer requirements may differ from or exceed Thermo Fisher’s criteria.

Compensation and Benefits

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs

• Employee assistance and family support programs, including commuter benefits and tuition reimbursement

• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy

• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan

• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards

More jobs at Thermo Fisher Scientific · Customer Support jobs in Cambridge, MA