Job Description

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)

JOB PROFILE:

National Service Manager, Brazil – Customer Management

About Company:

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $44 billion. Our Mission is to enable our customers to make the world healthier, cleaner, and safer. Whether our customers are accelerating life sciences research, solving analytical challenges, growing efficiency in their laboratories, improving patient health through diagnostics, or developing and manufacturing life-changing therapies, we are here to support them. Our distributed team delivers an outstanding combination of innovative technologies, purchasing convenience, and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon, and PPD. Our Innovative Laboratory technologies & Services makes it easier for customers.

About Us:

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 to commercial production—enables you to have a meaningful and far-reaching impact, all while working in an environment where you are supported, valued, and rewarded for your performance.

Lead and manage the Brazil service business organization for In Vitro Diagnostics division. This role is responsible for driving customer satisfaction, achieving revenue and booking targets align with Operating Plan, and ensuring operational excellence across service delivery.

Key Responsibilities

Service Operations & Delivery

• Manage and optimize resource deployment through service regions
• Improve service processes to ensure faster response time and high-quality service delivery
• Develop contingency plans to address operational challenges

Customer Experience & Relationship Management

• Enhance customer experience to drive repeat business
• Maintain strong customer relationships with a customer-centric approach
• Handle escalations, conflicts, and crisis situations effectively

Commercial Excellence

• Forecast and drive quarterly service parts inventory
• Identify opportunities in service contracts, spares, and aftermarket business
• Provide value-based solutions with regional teams

Cross-functional Collaboration

• Coordinate with internal teams and global factories for warranty, and post-warranty support
• Collaborate with Sales, Supply Chain, Finance, and Project Management teams

Financial & Inventory Management

• Manage inventory
• Ensure service cost targets operations and meet financial objectives

Team Leadership & Development

• Lead, coach, and develop service teams including application and field engineers
• Identify capability gaps and drive continuous development initiatives
• Align team goals with broader organizational objectives

REQUIREMENTS:

• Advanced Degree plus 6 years of experience, or Bachelor's Degree plus 8 years of experience in technical service experience in analytical & diagnostics instruments, laboratory equipment, or related industry
• Preferred Fields of Study: Engineering, Sciences, Business or related field
• Additional certifications in service management or process improvement methodologies beneficial
• 3-5 years proven people management experience leading field service teams
• Strong technical aptitude with ability to understand complex analytical instrumentation
• Demonstrated success growing business and achieving revenue targets
• Excellence in customer relationship management and problem resolution
• Proven experience implementing service strategies and operational improvements
• Demonstrated ability to coach, develop and support field service teams
• Strong project management and organizational skills
• Proficiency with CRM systems, Microsoft Office suite and service management tools
• Strong written and verbal communication skills
• Ability to travel up to 25-50% within assigned territory
• Valid driver's license and clean driving record required
• Multilingual skills valuable for international roles – Advanced/fluent English
• Experience with regulated environments (GMP/GLP) preferred
• Experience with managing Key accounts customers

Core Competencies

• Strong knowledge of business & Customer in IVD market
• Proven ability to drive commercial results (revenue, bookings, forecasting, pricing, profitability)
• Understanding of P&L, DSO, and service KPI metrics
• Excellent communication (written and verbal)
• Strong leadership and team management skills
• Strategic thinking and problem-solving ability
• Ability to handle ambiguity and make effective decisions
• Customer-focused with strong escalation management skills
• Experience working cross-functionally with multiple stakeholders

Additional Requirements

• Ability to think innovatively and drive business strategies
• Strong negotiation and influencing skills
• Capability to manage high-pressure situations and deliver results

Benefits

We offer competitive remuneration, annual incentive plan bonus, healthcare, 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! At Thermo Fisher Scientific, each one of our +120,000 extraordinary minds have a unique story to tell. Thermo Fisher is committed to crafting a diverse work environment that values and respects individuals from all backgrounds.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status evidence and rationale.