Service Director - NA (Science)

Job Title: Service Director - NA (Science)

Job Location: Remote, Oregon, United States of America

Job Location Type: Remote

Job Contract Type: Full time
Job Seniority Level:

Work Schedule: 40 hours per week

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

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

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

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

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

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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 clos