Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer.
Description
As the Manager, MC/EDS/OES Field Service, you will lead the Japan field service team responsible for OES, MC, and EDS product groups. This role manages a nationwide team of 11 field service engineers across OES, MC, and EDS, as well as coordination with external service partners, outsourced engineers, and distributors.
This position is responsible for ensuring high-quality service delivery, strong customer response, revenue execution, team development, and operational excellence across approximately $2.3M in service revenue. The role requires strong leadership capability, customer-facing communication, and the ability to manage multiple technical product groups, even when the manager is not the technical expert for every product.
The primary mission of this role is to rebuild and strengthen the team, develop younger engineers, and build trusted customer relationships that support business growth and long-term customer loyalty.
Key Responsibilities
- Lead and manage the nationwide MC/EDS/OES Field Service team, including OES, MC, and EDS field service engineers.
- Drive service revenue, bookings, contract performance, utilization, response time, first-time-fix rate, customer satisfaction, and other key service KPIs.
- Ensure timely and effective customer response, especially for high-priority customers requiring urgent service support.
- Build strong customer relationships and act as a key escalation point for critical service issues.
- Rebuild and strengthen the team structure, develop younger engineers, and improve team capability and engagement.
- Coordinate service activities, resource allocation, case prioritization, and field execution across multiple product groups.
- Manage communication and negotiation with distributors, external service partners, and outsourced engineers, particularly in the OES business.
- Support OES customers mainly in the metal processing industry, where rapid response and strong field coordination are critical.
- Support MC customers, including manufacturing and pharmaceutical customers, where stable service execution and customer trust are essential.
- Support EDS customers, including semiconductor manufacturing customers, where high-quality service and escalation management are required.
- Collaborate with commercial teams, technical support, global teams, and internal stakeholders to improve customer experience and business outcomes.
- Promote continuous improvement, safety, quality, and compliance in field service operations.
Requirements
- Bachelor’s degree or above in Engineering, Science, or a related technical field preferred.
- Experience managing field service engineers, technical service teams, or engineering teams.
- Experience managing engineers for products or technologies outside one’s own direct technical expertise.
- Strong customer-facing experience, preferably with manufacturing, industrial, plant control, or other non-research/laboratory customer environments.
- Proven ability to build customer trust and manage escalations with professionalism and urgency.
- Experience managing service KPIs such as revenue, bookings, service contracts, utilization, response time, first-time-fix rate, and customer satisfaction.
- Strong people management capability, including team rebuilding, coaching, developing younger engineers, and improving team performance.
- Ability to manage multiple product groups, prioritize resources, and drive operational execution across a nationwide service organization.
- Strong communication, negotiation, and stakeholder management skills.
- Ability to work with distributors, outsourced engineers, and external service partners.
- English capability sufficient for reading and writing business/technical documents and handling basic conversations with global stakeholders.
- Proficiency with service management systems, CRM tools, and Microsoft Office applications.
- Valid driver’s license and ability to travel nationwide as needed, up to approximately 30%.
Preferred Qualifications
- Experience with OES, MC, EDS, analytical instruments, material characterization products, or X-ray analysis systems.
- Experience supporting customers in metal processing, manufacturing, pharmaceutical, or semiconductor industries.
- Experience managing distributor service operations or outsourced service engineers.
- Knowledge of safety, quality systems, and compliance requirements related to analytical instruments, high-voltage systems, or X-ray-related products.
- Business-level English communication skills.