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Global Service Account Manager

hace 2 meses

Barcelona, Barcelona, España Thermo Fisher Scientific A tiempo completo
Job Summary

The Strategic Account Service Manager is a key service role within the Instrument and Enterprise Services Division of Thermo Fisher Scientific. This position is responsible for identifying and pursuing new business opportunities, managing and developing key service accounts, and promoting our IES product portfolio to customers in various industries.

Key Responsibilities
  • Service Agility
    • Identify and prioritize new client opportunities and develop solution implementation and growth strategies.
    • Develop strong relationships with customer accounts while engaging with buying influencers across their organization.
    • Manage all elements of the service process from installations, corrective maintenance, preventative maintenance, client concerns, negotiating contract to customer relationship management.
    • Use data to develop and implement strategic service strategies to achieve optimal service level agreement delivery and revenue targets.
  • Collaborate with cross-functional teams to align service strategies with overall business objectives.
  • Drives Growth
    • Expand current account penetration and share of wallet. Grow organically, broader, and deeper with all primary service products.
    • Leverage cross-sell motions and activities.
    • Manage direction for the Strategic Account; develop service and sales strategies to meet plan and expand business within assigned Strategic Account.
    • Maintain pipeline of opportunities to maintain and grow service contract objectives.
    • Use internal service tools to effectively manage service tickets, client concerns, contract entitlements, parts delivery and communicate service activities in an accurate and timely manner.
    • Maintain awareness of competitor and industry activity. Introduce new service offerings and strategies as available.
  • Leadership
    • Lead collaboration and coordination with Corporate Account Managers, CMD Account Managers and IES Regional Service Leaders (as well as any other internal partner) to provide an elite customer service experience and to advance the accounts.
    • Coordinate service business presentations, and when required, attend trade shows, user meetings and other customer events.
    Requirements
    • Management experience in field service, account management or program management within analytical instrument markets.
    • Bachelor's degree in Science, Engineering, Business, Operations, or related field.
    • Strong market knowledge and professional network.
    • Service and Commercial approach, strongly motivated by desire to win new business, with proven relentless pursuit to take competitive market share.
    • Computer proficiency in MS Office, CRM.
    • Ability to travel to customer locations up to 50% including overnight travel.
    What's in it for you?
    • Performance bonus
    • Learning and development opportunities with a highly successful, global business.
    • Outstanding career and development prospects
    • Company pension scheme and other fringe benefits
    • Private Health Insurance
    • Flexible wellbeing benefits and insurance discounts