Service Director - NA (Science)

Work Schedule

Environmental Conditions

Job Description

When you are part of the team at Thermo Fisher Scientific, you'll do important work—helping customers find cures for cancer, protect the environment, and ensure food safety. Your work has real-world impact, and you'll be supported in achieving your career goals.

As the world leader in serving science, with revenues of $50+ billion and more than 125,000 colleagues globally, we provide the scale, resources, and R&D investment needed to empower our teams to make meaningful contributions to the world.

The MSD Division delivers advanced analytical instrumentation, applications, software, and services to customers across pharmaceutical, biotech, academic, government, environmental, and industrial markets throughout North America (NA).

Within NA, our Services organization plays a critical role in enabling customer productivity, regulatory compliance, and scientific innovation. We are committed to delivering exceptional service experiences that strengthen customer loyalty and drive sustainable business growth.

DESCRIPTION

The Director, Field Service is responsible for leading the NA Science Services organization, with full accountability for Services P&L, operational performance, customer satisfaction, and strategic execution across the Americas and Canada. This role oversees all service-related activities including installation, validation, preventive and corrective maintenance, parts support, service contracts, regional technical support, and total service delivery for MSD products.

The Director, Field Service will:

• Lead and develop a high-performing NA-based service organization.

• Drive profitable revenue growth, operational excellence, and superior customer experience.

• Develop and execute Science service strategies aligned with global and divisional objectives.

• Partner closely with Commercial, Marketing, Finance, HR, IT, and Global Service leadership to enable scalable growth.

• Strengthen strategic customer relationships and support long-term market expansion in NA.

This position requires strong knowledge of the NA Life and Material Sciences and research market, proven P&L leadership, and experience operating within a complex, matrixed multinational organization.

Key Responsibilities

P&L Leadership and Business Performance

• Own and deliver the NA Science Services P&L, ensuring commitments in revenue growth, margin expansion, and cash flow performance.
• Drive service contract penetration, renewal rates, attach rates, and lifecycle revenue growth.
• Develop financial forecasts, workforce planning models, and investment strategies aligned with business objectives.

Operational Excellence

• Lead Field Service Operations and Regional Technical Support.
• Implement standardized work processes, KPIs, dashboards, and performance management systems to improve productivity and accountability.
• Champion Thermo Fisher's Practical Process Improvement (PPI) culture to accelerate continuous improvement.
• Ensure consistent service delivery standards, responsiveness, and compliance across all territories.

Customer and Market Leadership

• Identify evolving customer needs across pharma, biotech, academic, and government segments and implement differentiated service solutions.
• Ensure high-quality service performance for strategic national and global accounts operating in NA.
• Build and maintain strong executive-level relationships with key customers and partners.
• Support regulatory compliance and quality standards aligned with local requirements across NA.

Strategic Planning and Alignment

• Develop and execute short-term (1-2 year) and long-term (3-5 year) NA Science service strategies.
• Align closely with Global Service leadership to ensure best-practice adoption and operational consistency.
• Collaborate with Commercial leadership to integrate service strategy into broader NA growth plans.

Talent and Organizational Development

• Build organizational capability through strategic hiring, training, and succession planning.
• Develop leadership bench strength and technical expertise within the NA Science Services organization.
• Foster a culture of accountability, engagement, and high performance.
• Promote Thermo Fisher's 4i Values: Integrity, Intensity, Innovation, and Involvement.

REQUIREMENTS

Minimum Qualifications

• Bachelor's degree required; MBA or advanced degree preferred.
• Significant leadership experience in service operations within a multinational organization.
• Demonstrated success managing full P&L responsibility with consistent profitable growth.
• Proven ability to operate effectively within a matrixed global organization.
• Strong commercial acumen with experience partnering closely with Sales and Business Development.
• Deep understanding of the NA life sciences, academic, and research markets preferred.
• Excellent executive communication and stakeholder management skills.
• Willingness to travel up to 30% globally.

Leadership Capabilities

• Strong strategic and financial acumen with the ability to identify and capture growth opportunities in a competitive market.
• Results-oriented leader with a track record of operational and commercial performance improvement.
• Ability to translate complex market dynamics into actionable service strategies.
• Strong leadership presence and ability to influence across functions and organizational levels.
• Deep commitment to customer-centricity, service excellence, and Thermo Fisher Scientific's 4i Values.

Compensation and Benefits

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