Senior Director – General Manager, Americas Instrument Services

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Oversee the North America Service Organization for the Chromatography and Mass Spectrometry Division, responsible for driving organic growth, operational performance, customer satisfaction, and comprehensive P&L management.

• Formulate and implement strategic initiatives aimed at increasing service revenue, enhancing profitability, expanding customer wallet share, and bolstering Thermo Fisher Scientific’s position in Research and Applied markets.

• Establish Unity Lab Services as a key differentiator by aligning service performance with customer outcomes, including uptime, productivity, compliance, method readiness, workflow continuity, and lifecycle value.

• Convert customer insights, market trends, competitive analysis, and business objectives into actionable strategies that foster growth, differentiation, and excellence in operations.

• Direct Field Service, Technical Support, Service Sales, and associated service operations to ensure consistent, high-quality service delivery across North America.

• Confirm that service operations fulfill the requirements of customers in Research and Applied segments, where responsiveness, technical expertise, and dependability are critical to customer success.

• Advocate for the adoption of digital, connected, and AI-driven capabilities to revolutionize service operations, boost productivity, enhance customer experience, and generate unique value.

• Collaborate closely with Commercial, Divisional, and Business Unit teams to ensure that Unity Lab Services offerings are in tune with customer needs, market opportunities, and CMD growth objectives.

• Foster customer loyalty by enhancing service delivery, responsiveness, quality, and measurable outcomes of customer experience.

• Lead, mentor, and cultivate a large, geographically distributed service organization across North America.

⛳️ Requirements

• A Bachelor's degree is required; an advanced degree such as an MBA or equivalent leadership and business experience is preferred.

• Extensive senior leadership experience in a complex environment involving service, operations, commercial, or general management.

• Proven track record of owning and achieving P&L results, including revenue growth, margin enhancement, and productivity improvements.

• Experience in supporting Research and Applied markets is essential, with a comprehensive understanding of customer needs, workflows, purchasing behaviors, operational settings, and service expectations in these areas.

• Strong knowledge of chromatography, mass spectrometry, analytical instruments, laboratory workflows, or related scientific technologies is highly preferred.

• Background in managing enterprise, strategic, or multi-site customer accounts.

• Experience utilizing PPI, Lean, Six Sigma, or comparable continuous improvement methodologies to enhance operational and commercial results.

🏝️ Benefits

• Global team collaboration

• Professional development opportunities