Sr. Director/General Manager Americas Instrument Services

Thermo Fisher Scientific is hiring a Senior Director and General Manager to lead its North America Instrument and Enterprise Services organization, which is known externally as Unity Lab Services. The role supports the Chromatography and Mass Spectrometry Division and carries accountability for profitable growth, service delivery, operational performance, customer experience, and organizational development across North America. It reports to the Vice President, Global Instrument Service.

This is a U.S.-based remote position, with a preference for candidates on or near the East Coast. The work schedule is standard, Monday through Friday, in an office environment. Regular travel across North America and globally is required, up to roughly 50% of working time, including overnight travel.

What you will do

• Lead the North America Service Organization supporting the Chromatography and Mass Spectrometry Division, with accountability for organic growth, operational performance, customer experience, and full P&L delivery.
• Develop and execute strategic plans that expand service revenue, improve profitability, increase customer share of wallet, and strengthen the company's position in Research and Applied markets.
• Connect service performance to customer outcomes such as uptime, productivity, compliance, method readiness, workflow continuity, and lifecycle value.
• Translate customer insights, market dynamics, competitive trends, and business priorities into strategies for growth, differentiation, and operational excellence.
• Lead Field Service, Technical Support, Service Sales, and related service functions to deliver consistent service execution across North America.
• Use dashboards, standard work, data-driven management practices, and continuous improvement methods to improve visibility, accountability, and decision-making.
• Champion digital, connected, and AI-enabled capabilities to transform service operations, improve productivity, and enhance customer experience.
• Partner with Commercial, Divisional, and Business Unit teams to align Unity Lab Services offerings with customer needs, market opportunities, and CMD growth priorities.
• Strengthen customer allegiance by improving service delivery, responsiveness, quality, and measurable customer experience outcomes.
• Ensure customer agreements and service commitments are structured for effective, profitable execution.
• Identify opportunities to expand service attachment, contract penetration, renewal performance, and lifecycle value across the North America installed base.
• Represent the company with key customers, including strategic and enterprise accounts.
• Lead, coach, and develop a large, geographically dispersed service organization, and build a pipeline of future leaders through talent planning, coaching, succession planning, and career development.

What they are looking for

• Bachelor's degree required; an advanced degree such as an MBA, or equivalent leadership and business experience, preferred.
• Significant senior leadership experience in a complex service, operations, commercial, or general management environment.
• Demonstrated experience owning and delivering P&L performance, including revenue growth, margin expansion, and productivity improvement.
• Experience supporting Research and Applied markets, with an understanding of customer needs, workflows, buying behaviors, operational environments, and service expectations in these segments.
• Knowledge of chromatography, mass spectrometry, analytical instruments, laboratory workflows, or related scientific technologies is strongly preferred.
• Experience supporting enterprise, strategic, or multi-site customer accounts.
• Experience applying PPI, Lean, Six Sigma, or similar continuous improvement methodologies.
• Strong strategic thinking and execution skills, commercial acumen, and data-driven decision-making.
• Outstanding communication and stakeholder management skills with customers, executives, cross-functional partners, and frontline teams.
• An inclusive leadership style with a commitment to developing people and building high-performing teams.

About the company

Thermo Fisher Scientific describes its mission as enabling customers to make the world healthier, cleaner, and safer, with work that includes protecting the environment, keeping food safe, and helping find cures for cancer. The company says it provides global teams with resources to achieve individual career goals. Its 4i Values are Integrity, Intensity, Innovation, and Involvement.

This job is curated by Lifelancer, a talent-hiring platform in Life Sciences, Pharma, and IT that connects talent with opportunities in pharma, biotech, health sciences, healthtech, and IT. The listing was originally posted on Himalayas.