Supervisor, Service Operations
Thermo Fisher Scientific

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

When you are part of the team at Thermo Fisher Scientific, you'll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you'll be supported in achieving your career goals.

Location/Division Specific Information

Grand Island, New York

How will you make an impact?

All of our employees share a common set of values - Integrity, Intensity, Innovation and Involvement. Our ability to grow year after year is driven by our ability to attract, develop and retain world-class people who will thrive in our environment and share in our desire to improve humankind by enabling our customers to make the world healthier, cleaner and safer.

Position Summary: Join our dynamic Global Service and Support organization as a Service Operations Supervisor. In this leadership role, you will guide and encourage a team of Service Support Representatives within the Global Services and Support organization. You will address customer issues, coordinate site resources, and provide valuable feedback to other departments.

What will you do?

• Lead and coach Service Support Representatives to achieve peak individual and team performance, cultivate career development, and enhance employee engagement.
• Cultivate trust and maintain strong relationships with peers, subordinates, and senior leadership across all Service and Support business areas.
• Achieve team goals by enhancing the effectiveness of Service Representatives' activities using metrics and analytics.
• Uphold commitments, demonstrate integrity, and resolve issues while delivering exceptional customer experiences.
• Build cohesive teams, inspire collaboration, and bring out the best in team members.
• Supervise personnel matters such as time-off requests, scheduling, training, and workload distribution.
• Provide input for annual reviews, employee recognition, and disciplinary actions.
• Implement established standards and performance measurements.
• Identify and resolve the root causes 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 the customer experience.
• Work with field service and sales teams to meet service level agreements.

Lead the Service Support activities to achieve optimized customer satisfaction, grow service revenue, and maintain a high level of employee satisfaction. Employ practical process improvement to drive business excellence and productivity. Develop team members to their fullest potential. Actively work to drive growth and stimulate new business.

Lead a team of Service Support Representatives.

Work closely with business partners to lead the following processes:

• Recruit new staff as needed.
• Retain and develop existing talent within the organization.
• Communicate annual priorities and goals for your team and the business.
• Conduct yearly reviews of talent and develop the broader Services and Support team.
• Ensure team is held accountable to training plan.
• Monitor support demand to ensure the right balance of headcount.
• Actively seek and develop process improvements to enhance service and support, meet revenue targets, and improve customer satisfaction.
• Establish and maintain relationships with international company contacts to facilitate communication and expert assistance when required.
• Participate actively in the Americas Services and Support, and Commercial Operations organizations.
• Liaise with other functional groups in the company to ensure a smooth and efficient interface between staff and the rest of the organization.

How will you get here?

• BA/BS in a life science field required
• 2 years experience in a leadership or managerial role.
• Strong numerical reasoning and scientific proficiency.
• 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 to achieve results.
• Exceptional interpersonal skills, with the ability to communicate effectively both in writing and verbally with individuals at all levels within the company.
• Practical application experience with PPI, Lean, or other Practical Process Improvement methodologies.
• Join us in this pivotal role and contribute to the success and growth of our Global Service and Support organization.
• Must be able to work in the assigned office.
• Specific knowledge of LSG instrumentation and applications (preferred).
• Technical support and/or customer-facing experience (preferred).

Knowledge, Skills, Abilities

• Able to solve practical problems and handle a variety of variables in situations with limited standardization.
• Capable of working independently; self-motivated and proactive.
• Extensive experience using personal computers and all Microsoft Office applications.
• Demonstrates clear and concise communication skills and can interact with a diverse population of internal and external contacts.
• Ability to effectively partner as part of a team to solve problems, negotiate solutions, and reach a consensus.
• Customer-centric with a keen awareness of markets, trends, and competitors.
• Tenacious, decisive, nimble, and quick, able to adapt rapidly from one situation to another.
• Anticipates needs and problems while creating solutions.
• Demonstrates a sense of urgency, contagious optimism, and a "can-do" attitude.
• Curious, inquisitive, and innovative, never satisfied with the status quo.
• Greets challenges and changes as opportunities.
• Courageous and confident in taking risks and learning from mistakes.
• Inspires, motivates, and collaborates with others.
• Stretches across borders, breaks silos, and builds effective partnerships with customers and colleagues.
• Embraces and demonstrates diversity of culture and thought.

Compensation and Benefits
The salary range estimated for this position based in New York is $68,200.00-$102,250.00.

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

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