Director, Global Service & Support Development

About the role

• Work Schedule
• Standard (Mon-Fri)
• Environmental Conditions
• Office

About the role

As Director, Global Services & Support Product Development, you will set direction and provide technical leadership for service and support product development across technology platforms. You will lead teams spanning Service & Support Development, Training & Training Development, Software Development and Field Engineer Specialists, aligning their work to Life Sciences Solutions and Global Services & Support strategic roadmaps.

You will also serve as a key connector across commercial business units, Global Services & Support leaders, global marketing, product development teams and strategic partners. Success in this role means translating customer and market insight into scalable service solutions, strengthening commercialization of new instruments and applications, and building an organization capable of delivering sustained growth and customer value globally.

What You Will Lead: Product Commercialization & Innovation

• Lead the development and global readiness for the delivery of service, support and professional services offerings that strengthen customer outcomes and business growth.
• Partner with global and remote factories to ensure new instruments and applications are designed for successful serviceability, supportability and commercialization.
• Guide research and development efforts for instrument and service innovation, applying broad scientific and technical expertise to identify high-value opportunities.
• Drive measurable impact across Life Sciences Solutions divisions through differentiated service capabilities and disciplined product lifecycle leadership.

Strategy & Business Impact

• Set direction for new service products, processes, standards and operating plans with meaningful impact on organizational results.
• Use data, customer insight and business judgment to shape priorities, build compelling business cases and create alignment across stakeholders.
• Partner consultatively with Marketing, Product Management, business units and OEM strategic partners to identify and advance new growth opportunities.
• Apply strong understanding of P&L drivers, budget stewardship, risk assessment and fact-based ROI to guide investment decisions.

Global Customer Focus

• Build strong customer relationships and bring the voice of the customer into service and support strategy, product requirements and innovation priorities.
• Apply deep knowledge of Life Science academic and clinical customer needs to develop global, customer-centric solutions.
• Translate customer and marketplace insight into strategies that can expand revenue, market share and service value across regions.

People & Organizational Leadership

• Build, lead and develop a high-performing multidisciplinary organization across functions, sites and geographies.
• Create bench strength by developing talent, matching people to the highest-impact work and building clear leadership capability for the future.
• Attract, engage, develop and retain top talent while fostering a strong culture across Global Services & Support and Commercial Business Units.
• Inspire and empower both direct and indirect teams to exceed objectives, move with urgency and deliver against short- and long-term priorities.

Matrix Leadership & Execution

• Achieve results in a highly matrixed global organization by building trust, influencing effectively and creating shared accountability across functions.
• Motivate and align internal and external cross-functional teams, including indirect stakeholders and strategic partners, around common goals.
• Anticipate complex cross-functional issues, analyze tradeoffs and execute broad-based solutions that improve outcomes for customers and the business.

What Will Make You Successful

• A track record of leading product and service innovation from development through commercial launch, sustainability and end-of-life.
• Demonstrated independence, sound judgment and leadership of complex technical teams and initiatives.
• The ability to create a compelling vision for breakthrough concepts and connect that vision to business strategy and customer value.
• Deep understanding of service and support organizations, including the interdependencies required to deliver excellent global customer experiences.
• Demonstrable expertise defining service product requirements for new instrument product launches.
• Executive-level written and verbal communication skills, with the ability to move comfortably between technical and business audiences.
• Strong collaboration skills and the ability to work effectively across diverse, cross-functional teams and multiple sites.

Education & Experience

• B.S. degree in biochemistry, biology or engineering required; advanced degree preferred.
• Minimum 15 years of relevant experience, including at least 10 years in the Life Sciences industry with experience in a service and support organization and/or product engineering or R&D.
• Global experience leading strategy for a complex, highly technical scientific organization required.

Additional Requirements

• Willingness to travel up to 20%, domestically and internationally, and demonstrated alignment with Thermo Fisher Scientific values: Integrity, Intensity, Innovation and Involvement.

Compensation and Benefits

The salary range estimated for this position based in California is $164,500.00-$246,700.00.

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