Regional Service Manager (M&M)

Work Schedule

Other

Environmental Conditions

Adherence to all Good Manufacturing Practices (GMP) Safety Standards, Office, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.), Various outside weather conditions

Job Description

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.

DESCRIPTION:
As a Field Service Supervisor at Thermo Fisher Scientific, you will guide and support a team of skilled field service engineers while ensuring exceptional service delivery to our customers. This role combines leadership with technical expertise, promoting operational excellence and customer satisfaction. You will coordinate service activities, manage team performance, and maintain strong relationships with customers and internal stakeholders. You'll contribute to meaningful impact by enabling our customers to make the world healthier, cleaner, and safer.

Job Designation: Regional Service Manager (M&M)

Role Overview: -

The Regional Service Manager is responsible for leading a team of Service team to provide world-class support for XRF/OES/Process Analyzer analytical instruments in the assigned region. This role balances technical problem-solving with strategic business growth, focusing on service revenue generation, customer satisfaction (CAS), and team development within the Cement, Steel, and Process industries.

Key Responsibilities

• Team Leadership: Manage and proactively lead the regional service team through all stages of the client lifecycle—from administration and planning to execution and completion.
• Revenue Generation: Drive regional profitability by achieving or exceeding targets for service contracts (AMCs/CMCs) and spare parts sales.
• Operational Excellence: Monitor team KPIs, ensuring adherence to budgets, timelines, and quality standards.
• Customer Allegiance: Improve Customer Allegiance Scores (CAS) by maintaining strong relationships with existing clients and identifying new business opportunities.
• Compliance: Ensure all team activities align with corporate policies, HR compliance, and safety standards.
• Mentorship: Lead, coach, and develop FSEs to upgrade their technical skills and prepare them for future leadership roles.
• Succession Planning: Identify and groom a successor through a structured development plan in line with organizational growth.
• Culture: Foster a high-performing team environment built on empathy, ownership, and accountability.
• Domain Expertise: Strong knowledge of process applications specifically within the Cement, Steel, and Process industries.
• Troubleshooting: Apply advanced logical and analytical diagnostic skills to perform Root Cause Analysis (RCA) and resolve complex instrument issues.
• Software Proficiency: Expert use of Service Management Software and the Microsoft Office suite.
• Influence Without Authority: Ability to lead cross-functional teams and drive results through persuasion and partnership.
• Conflict Management: Skilled at handling difficult customer situations and critical technical escalations with a "soft-spoken" yet firm professional demeanor.
• Strategic Thinking: Ability to balance immediate technical fixes with long-term business objectives.

Minimum Qualifications

• Education: Bachelor’s degree Electrical, Electronics, Instrumentation or Mechanical Engineering.
• Experience: 10+ years of total working experience.
  • Minimum 5 years in Customer Service Management.
  • 2+ years in a direct supervisory/leadership role managing technical teams.
• Technical Hands-on: Experience on Analytical instruments and Direct experience with XRF/OES/Process Analyzers analytical instruments is additional advantage.