Job Description

Work Schedule Standard (Mon-Fri)
Environmental Conditions Office

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. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world's toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.
Role Overview:
The Channel Service Manager is responsible for driving service delivery excellence, revenue growth, and customer experience through authorized service partners (channels) for the LSI division. This role ensures consistent service quality, operational efficiency, compliance, and profitable service growth across the channel network while acting as a strong interface between customers, channel partners, sales, and internal service teams.
Key Responsibilities:

• Own end-to-end service performance of authorized service partners for LSI products.

• The Channel Service Manager is responsible for developing, managing, and strengthening service delivery through channel partners or authorize service providers to ensure superior customer experience, scalable service coverage, and profitable service expansion.
• Ensure SLA adherence (response time, uptime, TAT, first-time fix rate, preventive maintenance compliance).
• Manage onboarding, certification, and continuous capability development of service channel partners.
• Define and track channel KPIs (service quality, customer satisfaction, revenue, compliance).
• Conduct quarterly business reviews (QBRs) with service partners.
• Ensure partner alignment to Thermo Fisher service standards, safety, ethics, and compliance.
• Act as single point of escalation for key customer service issues involving channel partners.
• Support key account service strategies for strategic and regulated customers (Pharma, Biotech, QC labs, CROs).
• Expanding service coverage efficiently to improve operational excellence and efficiency.
• Partner with service, commercial sales, operations and planning, finance, service team and act as voice of customer and channel into the organization.
• This position will actively work on IT CRM deployment initiatives aimed at automating operations related to channel service.
• Will ensure partner compliance and certification by standing quality KPIs across all channels.
• Develop structured capability building and periodic technical audit for channel engineers.
• Drive service revenue and contract growth using digital tools for forecasting, monitoring, and proactive customer engagement.

Requirements:

• Advanced Degree plus 6 years of experience, or bachelor's degree plus 8 years of experience in technical service operations or customer support, with 1-3 years in management.
• o Preferred Fields of Study: Engineering, Computer Science, Life Sciences, Business, or related technical field
• o Leadership abilities with demonstrated experience in developing and supporting teams
• Strong analytical, commercial, and problem-solving skills with proven ability to use data and technology to drive business decisions.
• Demonstrated success in service revenue growth, contract conversions, and operational efficiency.
• Expertise in channel service development and management.
• Proven leadership in driving customer-centric culture and influencing stakeholders in matrix environments.
• Experience leading digital transformation and AI-enabled service initiatives.

Key Performance Indicators:

• Channel partner productivity
• Safety & compliance metrics
• Channel Service revenue growth (YoY)
• Field service CAS and response time.
• First-time fix rate
• Service Revenue & Contract Conversion
• Operational Efficiency & Customer Centricity
• AI/Digital adoption and impact on service outcomes

Skills Required