About the role

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Position Summary

The 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 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.

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.

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.

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.

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.

Key Performance Indicators

RT, RCT, CAS, and service process compliance
Response time, resolution performance, and backlog management
Customer satisfaction and escalation management
Team productivity, utilization, and capability development
Service quality and continuous improvement
Commercial support and service revenue contribution
Cross-functional stakeholder satisfaction

Required Qualifications

Bachelor'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 Qualifications

Experience 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 Competencies

People Leadership & Capability Development
Strategic Thinking & Operational Excellence
Customer Focus & Service Ownership
Commercial Acumen
Data-driven Decision Making
Cross-functional Collaboration
Change Leadership
Continuous Improvement
Communication & Stakeholder Management
Resilience and Adaptability

Aplyr's read

Thermo Fisher Scientific is a powerhouse in biotechnology, attracting professionals passionate about advancing scientific research and innovation across diverse roles and regions.
Synthesized from recent postings & public sources

What's promising

•Thermo Fisher is a leader in the biotech industry, offering stability and growth potential.
•The company invests heavily in R&D, fostering innovation and cutting-edge solutions.
•Global presence provides diverse career opportunities across multiple regions and disciplines.

What to watch

•High pressure and fast-paced environment may not suit everyone.
•Complex organizational structure can lead to communication challenges.
•Frequent acquisitions may result in uncertainty and change for employees.

Why Thermo Fisher

•Thermo Fisher's broad product portfolio spans laboratory equipment to clinical diagnostics.
•The company plays a crucial role in global scientific advancements and healthcare solutions.
•Strong focus on sustainability and corporate responsibility sets it apart in the industry.

Aplyr’s read is generated by AI from public sources. Was it useful?

About Thermo Fisher

Thermo Fisher

thermofisher.com

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Thermo Fisher Scientific is a global leader in serving science, providing a range of products and services to help researchers and scientists in laboratories and clinical settings.