Strategic Account Service Manager (REMOTE)

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Location/Division

The Strategic Account Service Manager (SASM) is a key service role within the Instrument and Enterprise Services Division (IES) of Thermo Fisher Scientific. As a SASM you will be responsible for identifying and pursuing new business opportunities, handling and developing key service accounts, and promoting our IES product portfolio to customers in various industries. An effective SASM maintains long-lasting customer relationships and works collaboratively and efficiently to bring outstanding service support and customer experience, making it easier for our clients to do business with Thermo Fisher Scientific. The SASM is the primary point of contact and provides service expertise and helps drive service activities within the account.

Discover Impactful Work:

Service Agility

• Identifies and prioritizes new client opportunities and develops solution implementation and growth strategies.
• Enhance the portion of business conducted with current clients by identifying areas where their spending could be increased, using the unique value proposition of IES, developing tailored solutions, and successfully closing sales opportunities.
• Ability to develop strong relationships with customer accounts while engaging with buying influencers across their organization.
• Responsible for all elements of the service process from installations, corrective maintenance, preventative maintenance, critical issues, negotiating contract to customer relationship management.
• Uses data to develop and implement strategic service strategies to achieve optimal service level agreement delivery, revenue targets and increase instrument contract base penetration. Collaborate with cross functional teams to align service strategies with overall business objectives.
  
  

Drives Growth

• Expands current account penetration and share of wallet. Grows organically, broader, and deeper with all primary service products. Leverages cross-sell motions and activities.
• Leads direction for the account; Develops service and sales strategies to meet plan and expand business within assigned Strategic Account; maintains pipeline of opportunities to maintain and grow service contract objectives.
• Uses internal service tools to efficiently handle service tickets, critical issues, contract entitlements, parts delivery and communicate service activities in an accurate and timely manner.
• Maintains awareness of competitor and industry activity. Introduces new service offerings and strategies as available.
  
  

Leadership

• Facilitate partnership and coordination between Corporate Account Managers, CMD Account Managers, IES Regional Service Leaders, and other internal partners to ensure exceptional customer service and drive the progress of Strategic Accounts.
• Coordinates service business presentations, and when required, attends trade shows, user meetings and other customer events; Positively always represents Thermo Fisher Scientific throughout customer locations.
• Exchanges of Strategic Service Account information and Sales Leads within and across Thermo Fisher Scientific commercial divisions.
• Works adeptly in a team environment engaging the best internal company resources to address customer challenges.
  
  

Location/Territory:

There is a single position posted in multiple locations.

Keys to Success:

Minimum Requirements/Qualifications:

• 3+ years of management experience in field service, account management or program management within analytical instrument markets
• Bachelor’s degree in Science, Engineering, Business, Operations, or related field.
• Ability to explain and sell the service and technical aspects of Thermo Fisher Scientific’s IES product portfolio.
• Strong market knowledge and professional network.
• Experience in conducting on site/virtual customer meetings and technical presentations.
• Service and Commercial approach, strongly motivated by desire to win new business, with a relentless pursuit to take competitive market share.
• Ability to work cross functionally in matrix environments.
• Computer proficiency in MS Office, CRM.
• Ability to travel to customer locations up to 70% including overnight travel.
  
  

Benefits

We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation!

Compensation And Benefits

The salary range estimated for this position based in Pennsylvania is $93,800.00–$140,675.00.

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