Service Manager , Moscow
Territory -  Russia and CIS
Preferred home location: Moscow
Language requirements: English and Russian
Please submit applications in English
Fundamental Purpose of Position:
- Managing the Field Service activities in the assigned District to achieve customer satisfaction, expense control objectives and service revenue budgets, employee satisfaction and development.
-  Direct Reports -  Field Service Engineers and Regional Specialists
Major Contributing Activities:
- Manage the Service and Support activities across the assigned District to achieve customer satisfaction, expense control objectives and service revenue budgets and employee satisfaction and development.
- Develop, share and implement the long term vision and strategy of the Services and Support Team.
- Preparing, submitting and monitoring District Service budgets and headcount requirements.
- Report on actual performance relative to AOT and provide variance analyses and revised projections.
- Ensure that the service contract offerings and charges for support services are profitable and are marketed effectively.
- Ensure effective management of trunk inventory levels and accuracy in your District
- Develop and manage the policies and procedures within the Americas Service function
- Ensure that suitable metrics are developed and monitored for the performance of the Service Support Team.
- Ensure that an effective communication is in place for the assigned District Service staff to be aware of relevant issues within the function and the company as a whole.
- Spend at least 10% of the time “in the field”, visiting customers to develop and maintain good relationships, monitor customer satisfaction and market the services and value provided.
- Monitor and resolve customer difficulties including customer complaints.
- Work closely with the required functions to manage the following processes:
-  Recruit new Service Support staff when required.
-  Establish Annual Priorities & Goals and dialog process with Service Support Staff.
-  Training plan is developed and achieved.
-  Continual coaching, advice guidance and feedback to the service staff, to maximize performance and employee satisfaction.
- Monitor Service Demand per area ensuring right balance of HC and correct distribution
- Assist the FSE Team to plan and organize activities to ensure efficient and effective field service is provided, especially if resource prioritization is required or in cases of ongoing technical satisfaction.
- Actively seek and develop process improvements which increase our ability to provide service and support and improve customer satisfaction.
- Establish and maintain relationships with international company contacts to facilitate communications and expert assistance when required.
- Participate as an active member of the Americas Services and commercial organizations.
- Liaison with all other functional groups in the company to ensure a smooth and efficient interface between District Service staff and the rest of the organization.
- Ensure all employees understand and applying the Life Technologies Protocol
kills Required:
- Communication Skills -  Ability to express ideas clearly and concisely orally and in writing, listening skills, questioning skills and sharing of information with colleagues.
- Energy and Enthusiasm -  Consistently maintaining a high level of energy, enthusiasm and productivity. A positive motivation force in the work place.
- Accountability -  Establish procedures to monitor the results to achieve goals; self- starter rather than passive observer; proactive and goal orientated.
Initiative -  Making active attempts to influence events to achieve goals; self- starter rather than passive observer; proactive and goal orientated.
- Integrity and Judgment -  Maintaining and promoting social, ethical and organization norms in conducting all affairs. Ability to act responsibly and be trusted. To make well- reasoned and timely decisions, understanding of consequences, ability to think and act effectively, acting for the greater good of the organization.
- Planning and Organizing -  Establishing a clear course of action to accomplish goals and objectives. Time management skills, effective use of resources and systems, ability to prioritize activities, completion of tasks
Qualifications:
- BA preferred in life science discipline
- Strong technical/scientific aptitude
- Proven track record in a similar discipline is required
- Previous team leadership experience  is required
- Marketplace/Scientific knowledge -  knows Customers environment in Research, Clinical and Diagnostics settings across a wide range of scientific workflow (preferred)
Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with revenues of $17 billion and 50,000 employees in 50 countries. Our mission is to enable our customers to make the world healthier, cleaner and safer. We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics and increase laboratory productivity. Our four premier brands -  Life Technologies, Thermo Scientific, Fisher Scientific and Unity Lab Services -  offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive support. For more information, please visit www.thermofisher.com.
If interested, please apply online at http://track.tmpservice.com/ApplyClick.aspx?id=2113386-2234-6212