Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

Manager Service Operations

Position Summary: Join our dynamic Global Service and Support organization as a Service Operations Manager. In this leadership role, you will guide and encourage a team of Service Operations Representatives within the Global Services and Support organization. You will lead multiple impactful projects and collaborate with our Field Service and Sales Leadership teams. Additionally, you will play a key role in improving our global process alignment. You will address customer issues, coordinate site resources, and provide valuable feedback to other departments. Your responsibilities will include coordinating both on-site and off-site resources and developing departmental guidelines and formalized training materials.

• Lead and mentor a team of 15+ employees across multiple sites.
• Participate in various teams, committees, and projects.
• Cultivate trust and maintain relationships with peers, subordinates, and senior leadership across all Service and Support business areas.
• Achieve team goals through by improving the effectiveness of Service Representatives' activities using metrics and analytics.
• Uphold commitments, demonstrate integrity, and resolution issues while delivering exceptional customer experiences.
• Build cohesive teams, inspire collaboration, and bring out the best in team members.
• Manage personnel matters such as time-off requests, scheduling, training, and workload distribution.
• Provide input for annual reviews, recognition, and disciplinary actions.
• Implement established standards and performance measurements.
• Resolve the root cause of recurring problems and implement process improvements.
• Network and leverage resources across multiple geographic sites.
• Collaborate with key partners to increase system efficiency and improve customer experience.
• Deliver a strong customer experience internally and externally to support business revenue and profitability.
• Work with field service and sales teams to meet service level agreements

• Embodies Thermo Fisher Scientific values: Lead, motivate, enable, and inspire others to succeed. Act as a positive role model with a clear vision.
• Drives Continuous Learning: Support change, adapt to evolving circumstances, and encourage others to adopt change.
• Builds Interpersonal Relationships: Promote partnership and cross-functional working.
• Communicates Openly: Effectively communicate at all levels and across borders to influence others.
• Develops People: Encourage continuous learning and employee development.

• Bachelor's degree or equivalent experience.
• Previous experience in a leadership or managerial role.
• Strong leadership abilities with the capability to understand the impact of changes, support multiple teams, and understand customer needs.
• Demonstrated ability to anticipate problems or opportunities, organize, prioritize, and follow through with results.
• Exceptional people skills, with the ability to work comfortably with individuals at all levels within the company, both written and verbally.
• Practical application experience with PPI, Lean, or other Practical Process Improvement methodologies.

• 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