Field Service Manager, Global Service and Support
Thermo Fisher Scientific
Field Service Manager, Global Service and Support
Job Description
Work ScheduleStandard (Mon-Fri)Environmental ConditionsOfficeJob DescriptionPosition SummaryThe Field Service Manager, Global Service and Support in Capital Area, leads the Field Service Engineering team across the metropolitan region (Seoul, Incheon, Gyeonggi) and supports multiple divisions including Genetic Science, Clinical Science, and Bioscience Products. This role is responsible for driving service excellence through people leadership, operational management, cross-functional collaboration, and continuous improvement.The successful candidate will align field service operations with GSS and business strategies, develop team capability, improve operational performance, enhance customer satisfaction, and contribute to business growth through effective service execution and leadership.Key Responsibilities1. People LeadershipLead, coach, and develop the Field Service Engineering team.Set priorities, performance expectations, and resource allocation aligned with business objectives.Build team capability through coaching, technical development, and performance management.Foster a culture of ownership, accountability, customer focus, and continuous improvement.2. Service Operations & Stakeholder ManagementOversee field service operations across multiple divisions and product lines.Balance service priorities while maintaining service quality, productivity, and customer satisfaction.Partner with Commercial, Technical Support, Applications, and other stakeholders to optimize service delivery.Communicate service performance, operational risks, resource needs, and improvement plans to business leaders.3. Operational ExcellenceMonitor and improve key service KPIs, including RT, RCT, CAS, response time, resolution performance, backlog, productivity, and customer satisfaction.Drive root cause analysis, corrective actions, and process improvements to enhance service quality and operational efficiency.Standardize best practices and ensure improvement initiatives are effectively implemented and sustained.4. Commercial & Business PerformanceManage field service operations with a strong focus on productivity, cost management, customer retention, and service revenue.Analyze service and business metrics to support operational and strategic decision-making.Partner with commercial and service sales teams to identify service contract opportunities and support business growth.5. Customer Experience & Escalation ManagementEnsure timely, professional, and customer-focused service delivery.Lead critical customer escalations and coordinate cross-functional resolution.Represent the service organization in customer engagements and internal business reviews.Key Performance IndicatorsRT, RCT, CAS, and service process complianceResponse time, resolution performance, and backlog managementCustomer satisfaction and escalation managementTeam productivity, utilization, and capability developmentService quality and continuous improvementCommercial support and service revenue contributionCross-functional stakeholder satisfactionRequired QualificationsBachelor's degree in Engineering, Science, Business, or a related field.8+ years of people management experience in Field Service, Technical Service, Customer Support, or related commercial organizations.Proven experience leading service teams in a complex operational environment.Strong understanding of field service operations, service KPIs, customer escalation management, and operational excellence.Experience translating business strategy into execution plans and delivering measurable results.Business-level English proficiency for reporting and global collaboration.Excellent leadership, communication, stakeholder management, and problem-solving skills.Preferred QualificationsExperience supporting multiple divisions or product lines within a matrix organization.Experience in a global service organization.Strong analytical capability in KPI management and performance reporting.Experience with service management systems and continuous improvement initiatives.Commercial awareness related to service contracts, customer retention, and business growth.Leadership CompetenciesPeople Leadership & Capability DevelopmentStrategic Thinking & Operational ExcellenceCustomer Focus & Service OwnershipCommercial AcumenData-driven Decision MakingCross-functional CollaborationChange LeadershipContinuous ImprovementCommunication & Stakeholder ManagementResilience and Adaptability
Locations
- Republic of, Korea, Gangnam-gu
Skills Required
- Field Serviceintermediate
- global service organizationintermediate
- service management systemsintermediate
Required Qualifications
- Bachelor's degree in Engineering, Science, Business, or a related field. (degree in engineering)
- 8+ years of people management experience in Field Service, Technical Service, Customer Support, or related commercial organizations. (experience, 8 years)
- Proven experience leading service teams in a complex operational environment. (experience)
- Strong understanding of field service operations, service KPIs, customer escalation management, and operational excellence. (experience)
- Experience translating business strategy into execution plans and delivering measurable results. (experience)
- Business-level English proficiency for reporting and global collaboration. (experience)
- Excellent leadership, communication, stakeholder management, and problem-solving skills. (experience)
- Bachelor's degree in Engineering, Science, Business, or a related field. (degree in engineering)
- 8+ years of people management experience in Field Service, Technical Service, Customer Support, or related commercial organizations. (experience, 8 years)
- Proven experience leading service teams in a complex operational environment. (experience)
- Strong understanding of field service operations, service KPIs, customer escalation management, and operational excellence. (experience)
- Experience translating business strategy into execution plans and delivering measurable results. (experience)
- Business-level English proficiency for reporting and global collaboration. (experience)
- Excellent leadership, communication, stakeholder management, and problem-solving skills. (experience)
Preferred Qualifications
- Experience supporting multiple divisions or product lines within a matrix organization. (experience)
- Experience in a global service organization. (experience)
- Strong analytical capability in KPI management and performance reporting. (experience)
- Experience with service management systems and continuous improvement initiatives. (experience)
- Commercial awareness related to service contracts, customer retention, and business growth. (experience)
- Experience supporting multiple divisions or product lines within a matrix organization. (experience)
- Experience in a global service organization. (experience)
- Strong analytical capability in KPI management and performance reporting. (experience)
- Experience with service management systems and continuous improvement initiatives. (experience)
- Commercial awareness related to service contracts, customer retention, and business growth. (experience)
Responsibilities
- 1. People Leadership
- Lead, coach, and develop the Field Service Engineering team.
- Set priorities, performance expectations, and resource allocation aligned with business objectives.
- Build team capability through coaching, technical development, and performance management.
- Foster a culture of ownership, accountability, customer focus, and continuous improvement.
- Lead, coach, and develop the Field Service Engineering team.
- Set priorities, performance expectations, and resource allocation aligned with business objectives.
- Build team capability through coaching, technical development, and performance management.
- Foster a culture of ownership, accountability, customer focus, and continuous improvement.
- 2. Service Operations & Stakeholder Management
- Oversee field service operations across multiple divisions and product lines.
- Balance service priorities while maintaining service quality, productivity, and customer satisfaction.
- Partner with Commercial, Technical Support, Applications, and other stakeholders to optimize service delivery.
- Communicate service performance, operational risks, resource needs, and improvement plans to business leaders.
- Oversee field service operations across multiple divisions and product lines.
- Balance service priorities while maintaining service quality, productivity, and customer satisfaction.
- Partner with Commercial, Technical Support, Applications, and other stakeholders to optimize service delivery.
- Communicate service performance, operational risks, resource needs, and improvement plans to business leaders.
- 3. Operational Excellence
- Monitor and improve key service KPIs, including RT, RCT, CAS, response time, resolution performance, backlog, productivity, and customer satisfaction.
- Drive root cause analysis, corrective actions, and process improvements to enhance service quality and operational efficiency.
- Standardize best practices and ensure improvement initiatives are effectively implemented and sustained.
- Monitor and improve key service KPIs, including RT, RCT, CAS, response time, resolution performance, backlog, productivity, and customer satisfaction.
- Drive root cause analysis, corrective actions, and process improvements to enhance service quality and operational efficiency.
- Standardize best practices and ensure improvement initiatives are effectively implemented and sustained.
- 4. Commercial & Business Performance
- Manage field service operations with a strong focus on productivity, cost management, customer retention, and service revenue.
- Analyze service and business metrics to support operational and strategic decision-making.
- Partner with commercial and service sales teams to identify service contract opportunities and support business growth.
- Manage field service operations with a strong focus on productivity, cost management, customer retention, and service revenue.
- Analyze service and business metrics to support operational and strategic decision-making.
- Partner with commercial and service sales teams to identify service contract opportunities and support business growth.
- 5. Customer Experience & Escalation Management
- Ensure timely, professional, and customer-focused service delivery.
- Lead critical customer escalations and coordinate cross-functional resolution.
- Represent the service organization in customer engagements and internal business reviews.
- Ensure timely, professional, and customer-focused service delivery.
- Lead critical customer escalations and coordinate cross-functional resolution.
- Represent the service organization in customer engagements and internal business reviews.
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