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Job Title**:Iberia Service Manager**
Reports To: Senior Manager, Field Service, Southern Europe
Group/Division: Specialty Diagnostics/IDD
Career Band: 7
**Job Track: Management**
Position Location: Iberia - preference Barcelona or Madrid (Remote)
Position Summary:
This role is leading IDD´s Field Service team for Iberia region - Spain and Portugal.
Thanks to your leadership the service organization will operate in a cost efficient way and will meet and exceed our customer´s expectations. Regularly reviewing and encouraging customer feedback, acting on relevant KPI´s and metrics and working closely with your counterparts from our commercial organization will be key to success.
Are you ready to make a real difference? This role will be key member of the South Europe Service Leadership Team and as such an important contributor to the sustainable success of our business in Europe.
Key responsibilities:
- Manage, lead, organize, direct, plan, control and coordinate Service activities in IBERIA region for the related Products. Responsible to achieve the most effective and efficient way to deliver the required services to all customers in the Region and a high level of customer satisfaction/loyalty.
- Lead and manage all the members of the team (13) to achieve high motivation of every individual resulting in a best performing Team.
- Member of the IBERIA Board, working together with Sales and Marketing managers in order to be part of the local strategy and to implement all the actions needed to achieve the results
- Responsible to fully implement all business processes, procedures, CRM and programs related to the European Service Organization, ensuring that all quality procedures and KPIs are met.
- Participate in the European meetings and projects in order to be the Iberia voice for Europe and to be able to cascade all the agreements at local level.
- Manage and actively participate in the Field activities of the Region and ensure timely and high quality Service deliveries to our customers which exceed their expectation.
- Manage and track outsourced services with third parties to ensure the expected outcome (quality and time efficiency for local FTEs).
- Schedule the training plan, according to the current and future instrument install base, in order to ensure the right and efficient FTEs deployment.
**Minimum Requirements/Qualifications**:
- BsC/MsC Engineering or similar. Executive education is a plus.
- Consistent track record of Service Management experience and data driven decision making
- Strong leadership skills used to work with remote teams
- Consistent track record working in a support/after sales organization
- Proven track record of working in a customer-centric environment
- Spanish native/bilingual. Fluent in English. Portuguese is a plus.
- Excellent communication skills
- Knowledge of the IVD service sector preferred
- Willingness to travel up to 50%
- Act with respect of Thermofisher 4 I’s value (Integrity - Innovation - Implication - Intensity).
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.
**Accessibility/Disability Access