Thermo Fisher Scientific Sr. Manager, Product Support in Harrisburg, Pennsylvania
Essential Duties and Responsibilities
Develop and drive a Product Support strategy to support the annual goals and the strategic plan of the business unit.
Develop and drive a strategy to grow our spare part business.
Manage the product support team, who provide technical assistance on field support issues to service staff, hot account escalation, new product introduction support planning, service training, process improvement, support website management and content, product retirement management planning, and completion of various monthly metrics.
Hire, assign new ownership, or realign resources as new product or organizational needs change. Provide organization, leadership and vision to the PSE team in these functions through coaching, PMDs, periodic meetings, policy determination, revision of SOP and work instructions, etc.
Facilitate solutions on the weekly Hot Accounts calls. Utilize and lead all factory resources to the successful outcome and retention of customer allegiance in these cases.
Oversee and drive the communication of key product technical information to Field Service Team worldwide.
Facilitate Field Service Engineer installation and service training with staff and oversight, and continuously improve the Training Center, and oversee equipment.
Coach the Product Support Engineers on corrective and preventative action on installation and warranty issues.
Support DIA product line through liaison and collaboration with CDD Vantaa team.
Actively participate in CAS Council, drive successful problem resolution for issues assigned to Product Support via the Council, ensuring improvement in CAS metrics year over year.
Coach the Product Support Engineers on their completion of the New Product Introduction checklist, phase gate reviews, and their DFS (Design for Service) responsibilities to ensure new product designs are carefully analyzed, all Product Support Engineering goals are met, and product introductions are smooth and on schedule. Oversee and facilitate retrofits if necessary.
Work with Product Marketing and Research and Development to define and develop our future generation products specifically for the needs of Service Support. Own the implementation of the Service strategy on new developed or introduced products.
Assimilate and assess data from Operations and our Field Service Organizations to develop metrics to analyse and address problem areas.
Implement action plans to resolve prioritized problem areas and implement metrics to monitor their success.
Lead the creation of the art manuals, schematics, documentation and online training resources that educate and best direct our field service representatives in their duties.
Periodic international travel estimated at 15% annually.
Other miscellaneous duties as required.
Decision Making Authority
Required to make key decisions concerning Technical Support independent of the Director
Maintenance of expenses within agreed targets as defined by the Director.
Specific Scope Data
Work within annual budgetary guidelines
Monitor and drive projects to control and reduce product defects, installation errors and warranty costs continuously
Minimum Education and Experience Requirements
Minimum of a B.S. degree in an engineering or technical discipline
Minimum 5 years experience with Chromatography instrumentation
Minimum 3 years of people management experience
Knowledge, Skills, and Abilities necessary to perform essential functions
Process oriented with demonstrated attention to details. Delivering on time results supporting product support engineering team initiatives is essential.
High level of technology fluency to understand and properly communicate the technology associated with assigned products
Ability to calmly and rationally handle challenging customer issues with appropriate level of intensity
Detailed understanding of technical support workflow
High energy level with ability and willingness to take initiative
Proven reasoning abilities and sound judgment
Must possess excellent verbal and written communication skills
Teamwork oriented with collaborative style
Demonstrate Thermo Fisher Scientific values - Integrity, Intensity, Innovation and Involvement
Demonstrated Role Model Leader Characteristics:
Embody the 4-I values
Communicate Openly and Honestly
Focus on Growth
Champion Employee Development
Physical/Environmental requirements . (Refer to Physical Requirement Reference Sheet when completing this section.) Identify all requirements that apply to the essential job functions. (List specific activities.)
Balancing, stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, grasping, feeling, talking, hearing, repetitive motions.
Level of Physical Requirements:
Medium Work: Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
Level of Visual Acuity:
Inspection, Close Assembly, Clerical, Professional, or Administrative: This is a minimum standard for use with those whose work deals largely with preparing and analyzing data and figures, accounting, transcription, computer terminal, extensive reading, visual inspection involving small defects, small parts, operation of machines, using measurement devices, assembly or fabrication of parts at distances close to the eye.
Activities occur inside, and atmospheric conditions, required to wear smock and safety glasses on production floor.
Interaction with Other Employees (level of contact, purpose and frequency):
Business Unit Leadership : Regular (weekly) contact regarding strategic activities, project execution and urgent customer issues.
Site Leadership : Participate in Site Leadership Team (monthly meetings), regular contact to provide updates on project execution and customer issues.
Middle level management to regular salary staff : Routine business activities relative to departmental core functions and all activities of the site.
Existing and potential customers : Frequent contact as requested to address customer issues.
Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.