Job Description

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Here at Thermo Fisher Scientific, our industry-leading scale means unparalleled commercial reach, unique customer access, and a global footprint. Our broad customer base—from research and clinical laboratories to commercial manufacturing—enables you to make a meaningful impact every day. Join our team and help build the capabilities that enable exceptional customer service across one of the world's largest scientific organizations.

Location: On-site in Tewksbury, MA is highly preferred; potential flexibility for remote candidates aligned to Eastern Time Zone. Relocation assistance is NOT provided.

• Must be legally authorized to work in the United States without sponsorship.
• Must be able to pass a comprehensive background check, which includes a drug screening.

Position Summary

The Director of Product Management & Global Operations is responsible for defining and advancing the global capabilities that enable consistent, scalable, and industry-leading service delivery across Thermo Fisher Scientific's global service organization.

Reporting into this role are the leaders responsible for Service Product Management, Service Platforms, and our Global Technical Support leaders representing a global organization of approximately 100 colleagues.

This leader establishes the strategy, governance, and operational frameworks that enable service excellence through standardized processes, knowledge management, digital service platforms, technical support, escalation management, and service lifecycle governance. Working across Product Management, Engineering, Digital, Commercial, Quality, and Regional Service organizations, the Global Service Capability Leader ensures service teams worldwide have the tools, processes, knowledge, and capabilities needed to deliver exceptional customer outcomes.

Key Responsibilities

Global Service Capability Strategy

• Define and execute the global strategy for service capabilities aligned with business growth objectives.
• Develop enterprise standards that improve service consistency, efficiency, and customer experience across all regions.
• Build scalable operational frameworks supporting future growth and digital transformation.
• Establish governance for global service capabilities and operational excellence initiatives.

Service Lifecycle Management

• Lead the global governance of service lifecycle management from New Product Introduction (NPI) through End-of-Life (EOL).
• Ensure global service readiness for new products, software, and technologies.
• Partner with Product Management and Engineering to establish supportability requirements early in product development.
• Standardize lifecycle planning, service documentation, training, spare parts readiness, and support models.

Knowledge Management & Service Enablement

• Own the global knowledge management strategy supporting service engineers and technical support organizations.
• Develop standardized technical content, troubleshooting guides, repair procedures, and digital knowledge assets.
• Drive adoption of Knowledge-Centered Service (KCS) principles to improve service effectiveness.
• Ensure service knowledge remains accurate, accessible, and continuously improved.

Technical Support & Escalation Management

• Lead the global technical support organization responsible for advanced troubleshooting and issue resolution.
• Establish enterprise escalation governance for complex customer and product issues.
• Drive root cause analysis in partnership with Engineering, Quality, Manufacturing, and Product teams.
• Ensure lessons learned from escalations translate into improved products, documentation, and service processes.

Service Platforms & Digital Enablement

• Lead strategy and adoption for global service platforms and digital service technologies.
• Partner with Digital and IT organizations to define the future roadmap for service enablement platforms.
• Drive adoption of field service technologies, analytics, workflow automation, and AI-enabled service capabilities.
• Ensure platforms support efficient, standardized service execution globally.

Leadership & Organizational Development

• Build leadership capability across Service Product Management, Technical Support, Service Platforms, and Service Operations.
• Foster a collaborative, customer-focused culture emphasizing accountability, innovation, and continuous improvement.
• Champion organizational development, succession planning, and talent growth across the global service capability organization.

Education

• Bachelor's degree in Business, Engineering, Life Sciences, or related field required.
• MBA or Master's degree preferred.

Experience

• 15+ years of progressive leadership experience in global service organizations, technical support, customer success, or operational excellence.
• Experience leading enterprise service capabilities within complex global matrix organizations.
• Demonstrated success building global operating models and scalable service capabilities.
• Strong understanding of service lifecycle management, technical support, knowledge management, and digital service technologies.
• Experience leading organizational transformation and enterprise change initiatives.
• Financial and operational management experience, including forecasting, investment prioritization, and productivity improvement.

We offer competitive remuneration, annual incentive plan bonus scheme, healthcare, company 401k, and a range of employee benefits! Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status. We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform critical job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

Compensation and Benefits

The salary range estimated for this position based in Massachusetts is $165,000.00–$200,000.00.

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

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards