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.
How Will You Make an Impact?
Our Instrument and Enterprise Services organization is externally known as Unity Lab Services, Thermo Fisher Scientific’s integrated service offering that helps customers maximize instrument uptime, improve laboratory productivity, and achieve their scientific and operational goals.
As the Senior Director & General Manager, North America Instrument & Enterprise Services, you will lead the North America Service Organization supporting the Chromatography and Mass Spectrometry Division.
This is a high-impact leadership role with accountability for profitable growth, service delivery, operational excellence, customer experience, and organizational development across North America. You will shape the regional service strategy, strengthen customer allegiance, and help ensure Unity Lab Services continues to be recognized as a differentiated, trusted, and essential partner for our customers.
This role is U.S.-based remote, with a preference for candidates located on or near the East Coast. Regular travel across North America and globally will be required, up to approximately 50% of working time, including overnight travel.
This role reports to the Vice President, Global Instrument Service.
What Will You Do?
Strategic & Business Leadership
- Lead the North America Service Organization supporting the Chromatography and Mass Spectrometry Division, with accountability for organic growth, operational performance, customer experience, and full P&L delivery.
- Develop and execute strategic plans that expand service revenue, improve profitability, increase customer share of wallet, and strengthen Thermo Fisher Scientific’s position in Research and Applied markets.
- Position Unity Lab Services as a strategic differentiator by connecting service performance to customer outcomes such as uptime, productivity, compliance, method readiness, workflow continuity, and lifecycle value.
- Translate customer insights, market dynamics, competitive trends, and business priorities into clear strategies that enable growth, differentiation, and operational excellence.
Operational Excellence & Execution
- Lead Field Service, Technical Support, Service Sales, and related service functions to deliver consistent, high-quality service execution across North America.
- Ensure service operations meet the needs of customers across Research and Applied segments, where responsiveness, technical expertise, and reliability are essential to customer success.
- Use dashboards, standard work, data-driven management practices, and continuous improvement methods to improve visibility, accountability, and decision-making.
- Champion the use of digital, connected, and AI-enabled capabilities to transform service operations, improve productivity, enhance customer experience, and create differentiated value.
Commercial & Customer Excellence
- Partner closely with Commercial, Divisional, and Business Unit teams to ensure Unity Lab Services offerings are aligned to customer needs, market opportunities, and CMD growth priorities.
- Strengthen customer allegiance by improving service delivery, responsiveness, quality, and measurable customer experience outcomes.
- Ensure customer agreements and service commitments are structured for effective, profitable execution while meeting or exceeding customer expectations.
- Identify opportunities to expand service attachment, contract penetration, renewal performance, and lifecycle value across the North America installed base.
- Represent Thermo Fisher Scientific and Unity Lab Services with key customers, including strategic and enterprise accounts, helping build trust, resolve complex business challenges, and reinforce our value as a service partner.
People Leadership & Organizational Development
- Lead, coach, and develop a large, geographically dispersed North America service organization.
- Build an inclusive, high-performing culture where colleagues feel valued, empowered, and accountable for delivering strong customers and business outcomes.
- Develop a robust and diverse pipeline of future leaders through talent planning, coaching, succession planning, and career development.
- Model Thermo Fisher Scientific’s 4i Values of Integrity, Intensity, Innovation, and Involvement in daily leadership and decision-making.
How Will You Get Here?
Education
- Bachelor’s degree required; advanced degree such as an MBA, or equivalent leadership and business experience, preferred.
Experience
- Significant senior leadership experience in a complex service, operations, commercial, or general management environment.
- Demonstrated experience owning and delivering P&L performance, including revenue growth, margin expansion, productivity improvement.
- Experience supporting Research and Applied markets is critical, with a strong understanding of customer needs, workflows, buying behaviors, operational environments, and service expectations across these segments.
- Knowledge of chromatography, mass spectrometry, analytical instruments, laboratory workflows, or related scientific technologies is strongly preferred.
- Experience supporting enterprise, strategic, or multi-site customer accounts.
- Experience applying PPI, Lean, Six Sigma, or similar continuous improvement methodologies to improve operational and commercial outcomes.
Knowledge, Skills & Abilities
- Strong strategic thinking and execution skills, with the ability to convert complex business challenges into clear priorities and measurable action plans.
- Highly developed commercial acumen, including the ability to identify growth opportunities, improve profitability, and strengthen customer value.
- Data-driven decision maker with the ability to analyze complex issues, synthesize insights, and make confident decisions in ambiguous situations.
- Outstanding communication and stakeholder management skills, including the ability to engage effectively with customers, executives, cross-functional partners, and frontline teams.
- Inclusive and engaging leadership style, with demonstrated commitment to developing people and building high-performing teams.
