Manager, Field Service Milano

Manager, Field Service
Milano
Lombardia, Milano

Service Manager IES

We are seeking a Service Manager to lead a Field Service Team in Italy.

As Service Manager, you will provide strong management and leadership to a team of approximately 20 Field Service Engineers (FSEs) with the ambition to deliver the best service possible to all Customers and to achieve the required booking, revenue and cost targets for the region.

You will be part of a large, matrix, international team, working closely with internal partners including Commercial, Sales, Factory and your counterpart Service Managers in other geographic regions, to ensure the functional targets are met, and new opportunities are communicated and handled.

You will also partner with Product and Marketing Management to ensure smooth product introductions across the region and the expansion of the Instrument Enterprise Services brand and value.

**This is a remote role (working from home) and will involve regular travel on a weekly basis across the assigned Italian region, and occasionally abroad.

**Our Organisation

This role sits within our **Instrument and Enterprise Services (IES) **organization, which provides a single source for integrated laboratory services, support, and supply management.

**How will you make an impact?

- Guide a team of FSEs working in the Italian territory, educating, mentoring and empowering them to achieve their targets & goals.

- Act as key "go to" person in your team and region for strategy, process and performance.

- Actively participate and support contract sales process and key revenue streams.

- Travel to customers, channel partners and other company locations when required to build links and promote business; have direct relationships with key customer contact points; own and look after all of our customers; take care of customer complaints, and hot cases management.

- Lead and drive Practical Process Improvement (PPI) initiatives and ensure enduring pipeline of PPI ideas from your team.

**What we are looking for**:

- A people leader, with knowledge of laboratory analytical instrumentation (Chromatography and Mass Spectrometry).

- Strong leadership and management skills (prior experience leading a team in a multi-cultural environment an advantage).

- Highly organized, with the ability to handle multiple tasks with different priorities.

- Self-motivated, with strong communication, inter-personal, and negotiating skills, and with ability to work across multiple levels, functions and regions.

- Fosters a culture of collaborative work environments, and service excellence.

- Evaluates employee training needs, identifies areas of improvement, and arranges for needed training and development.

- Leads regular team meetings to communicate changes, relevant operational performance information and/or to build employee engagement.

- Fluent in Italian and English (verbal & written).

**Keys to Success**:

- Owns a considerable service agility as go-to-person for all elements of the service delivery, from installations, corrective maintenance, preventative maintenance, escalations, negotiations, to customer relationship management.

- Identifies and prioritizes client needs, managing workloads and implementing solutions

- Uses data to achieve optimal service level agreement delivery, revenue targets and enhance instrument contract base penetration.

Collaborate with cross functional teams to align service strategies with overall business objectives.

- Maintains pipeline of opportunities to deliver service revenues objectives within assigned Territory.

- Uses internal service tools to effectively manage service tickets, customer concerns, contract entitlements, parts delivery and communicate service activities in an accurate and timely manner.

- Acute attention to detail, strong analytical skills, and critical thinking abilities to make timely decisions while functioning in a fast-paced service environment with mínimal direct supervision.

- Maintains a positive demeanor and takes initiative.

- Possess the ability to satisfy customer requirements with appropriate resource management while creating a culture and operating environment where teams are inspired to meet performance objectives.

**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!

**About us**:

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $40 billion.

Our Mission is to enable our customers to make the world healthier, cleaner and safer.

Whether our customers are accelerating life sciences research, solving sophisticated analytical challenges, improving patient diagnostics and therapies or growing productivity in their laboratories, we are h