Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
Thermo Fisher Scientific Inc. is the world leader in serving science, with revenues of $32 billion and more than 52,000 employees globally. Our mission is to enable our customers to make the world healthier, cleaner and safer. We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics and increase laboratory productivity. Through our premier brands – Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific and Unity Lab Services – we offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive support.
DIVISION SUMMARY
Launched in 2011 to enhance customer productivity, Unity Lab Services is one of Thermo Fisher Scientific’s five premier brands. We provide a single source for integrated lab service, support and supply management. IES (the internal acronym standing for Instrument and Enterprise Services Division) encompasses over 3600 global service professionals with the broadest service portfolio in the market coupled with access to a deep bench of domain expertise.
POSITION SUMMARY
This role is a key extension of the NAM IES Commercial Team, responsible for the selling and renewal of all service support plans within the IES contract portfolio. This position operates with increased autonomy and accountability and serves as both a senior individual contributor and people leader, providing direct supervision, coaching, and performance leadership for a team of Sales Support Coordinators.
The role partners closely with NAM New Business Specialist, Renewal Specialists and Sales Managers to drive execution across the contract lifecycle for small to mid-range customers. This position is accountable for enabling the team to exceed bookings and revenue targets, deliver an exceptional customer experience, and execute renewal strategies that increase contract renewal rates .
The successful candidate demonstrates strong commercial acumen, leadership maturity, and a results-driven mindset. Acting as both a subject matter expert and team leader, the role provides guidance on complex customer contract matters, ensures disciplined execution of quoting and pricing activities, and drives consistent conversion of opportunities into contracted revenue.
KEY RESPONSIBILITIES
Individual Contributor Responsibilities
- Customer Engagement: Contact customers with expiring contracts to verify primary contact(s) for contract renewal and negotiations.
- Renewal Verification: Confirm customer interest in renewing their contracts and secure business by obtaining commitment and purchase orders as needed.
- Communication: Utilize various contact methods such as phone calls, emails, and virtual meetings to engage with customers.
- Quotation Management: Generate and provide quotations within the required time frames and SLAs, follow up with customers to identify those who are renewing before the renewal date, and flag overdue renewals to the sales team where appropriate.
- Documentation: Maintain accurate records of customer interactions, contract details, and renewal status in the CRM system.
- Reporting: Provide regular updates to the sales team and leaders on renewal progress. Communicate any issues encountered or new business opportunities identified during the process.
- Customer Support: Assist customers with any questions or concerns they have regarding their service contracts.
- Coordination: Work closely with the Customer Care Team, Contract Sales Team, and Customers to ensure customer contact information is correct on support plan records within the databases.
Supervisory & Leadership Responsibilities
- People Leadership: Providing direct supervision, direction, and day-to-day leadership for a team of Sales Support Coordinators, setting clear expectations and driving consistent execution.
- Coaching & Development: Delivering structured coaching, mentoring, and performance feedback to build capability, improve effectiveness, and support individual growth aligned with AOP goals.
- Performance Management: Monitoring and managing team KPIs including bookings, revenue attainment, renewal rates, SLA performance, and customer experience metrics; taking corrective action where needed.
- Commercial Execution: Partnering with NAM Sales Managers to ensure team activities are aligned to commercial priorities and renewal strategies.
- Operational Leadership: Identifying trends, risks, and process gaps as identified.
- Issue Resolution & Escalation: Owning resolution of team operational issues, ensuring outcomes that protect revenue and strengthen customer relationships.
What you could bring to the role:
- Demonstrated success in a commercial, sales support, or customer-facing role with accountability for revenue-related outcomes.
- Effeciticve sales and negotiation capabilities to overcome customer objections, influence renewal decisions, and advance opportunities toward close.
- Prior experience leading, coaching, or mentoring others, with the ability to influence performance through guidance and feedback.
- Strong customer focus combined with sound commercial judgment and negotiation capability.
- Experience working in Life Sciences, Healthcare, Laboratory, or other regulated environments, preferred.
- Strong organizational skills with the ability to manage competing priorities across individual and team responsibilities.
- Ability to operate independently with sound decision-making while aligning to broader commercial strategy.
- Continuous improvement mindset with the ability to identify and implement practical solutions.
- Proven ability to meet or exceed KPIs and contribute to AOP achievement.
- Proficiency in Microsoft tools including Outlook, SAP, and Salesforce.
- Strong written and verbal communication skills in English.
- Professional judgment and discretion in handling sensitive customer and business information.
Experience & Education Requirements:
- Minimum 5 years sales experience
- 1-2 years minimuim supervisory experience
- Bachelor’s degree from college or university
- English Fluency at a 90% minimum both written and verbal
- Experience is required in an SSC/multinational/office environment
- Demonstrable experience in leading high-complexity accounts and processes
- Strong analytical skills with the ability to interpret complex data
- Strong communication and relationship building skills
- Ability to plan work and work with a high degree of autonomy
- Strong intrpersonal and organizational skills. Superb communication and social skills
- Proven track record of meeting balanced business objectives, employee and customer and financial.
- Experience in stakeholder management
At Thermo Fisher Scientific, each one of our 75,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.
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.
