Supervisor, Field Service

2 months ago

Cambridge, Massachusetts, United States Thermo Fisher Scientific Full time

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

When you're part of the team at Thermo Fisher Scientific, you'll do important work. And you'll have the opportunity for continual growth and learning in a culture that empowers your development. With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.

What Will You Do?

The Field Service Supervisor is responsible for providing day-to-day management to a team of field service engineers, supporting and guiding the team to meet customer and service region objectives, and working closely with the Sr. Service Manager to lead all aspects of service support and customer relationship management in the region. In addition, the successful candidate will coach and mentor their team and may also help to deliver complete services on our CMD products.

Territory: up to 50% travel within territory – Northeast Region – MA, NY, NJ, CT, RI, VT, NH, ME; remote candidate must live within the territory.

There is one position that is posted in multiple locations. No relocation assistance provided.

Supported Instrumentation: Liquid Chromatography (HPLC) and Mass Spectroscopy (MS)

A day in the Life:

  • Direct the activities of a dedicated team of service employees within the assigned area of responsibility.
  • Applies Leader Standard Work to supervise resources, installations, and preventative maintenance issue management.
  • Reviews field schedules, data, reports, Power BI dashboards, and field reports, and customer surveys to ensure that business activities align with stated service objectives to deliver high quality service in an efficient and effective manner.
  • Coaching, mentoring, and working with direct reports to drive improved performance through active engagement in daily work.
  • Conduct performance reviews and recommend salary adjustments.
  • Must be customer-focused, supporting the regional service team and in conjunction with other regions and internal customers.
  • Proficient with the use of customer management software to track service calls, run parts inventories, and complete job tasks
  • Coordinates service issues to achieve resolution with engineering, customer service, and global tech support to expedite service delivery.
  • Provides a communication link between the customer and the company to help ensure that effective service is provided to the customer.
  • Leads and runs customer complaints via SAP CRM tool as needed.
  • Ensures service teams work safely through safety advocacy, ensuring timely training completion, and driving a safety-first culture.
  • Ensure the accuracy of service reports through regular auditing and corrective activities.
  • Assist Direct Manager and Regional Manager to establish and implement both strategic and tactical service business plans
  • Assist selection, hiring, and training of new employees
  • Assist in driving effective processes to expand product and service sales
  • Lead/participate in PPI project teams as identified to improve business performance.

Keys to Success:

Minimum Education and Experience/Qualifications:

  • Bachelor's Degree in Engineering, Science, or equivalent experience required.
  • 5 + years of hands-on experience working with analytical instrumentation, preferably as a Service Engineer, or equivalent experience.

Knowledge, Skills, Abilities

  • Proven success as a mentor, coach, and team leader.
  • Effective interpersonal skills and establishing good customer rapport are critical.
  • Ability to prioritize planned service requests and produce clear and concise documentation
  • PPI trained and certified, ideally an experienced process manager.
  • Ability to work independently.

Physical Requirements / Work Environment

  • Ability to safely lift 50 Lbs with assistance on occasion.
  • Ability to bend, squat, stretch, and reach, daily in a service function.
  • Maintain a valid driver's license and safe driving record.
  • Technical background of instrument repair in a laboratory and/or field service setting.

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 90,000 colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

Apply today

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.

Accessibility/Disability Access

Job Seekers with a Disability: Thermo Fisher Scientific offers accessibility service for job seekers requiring accommodations in the job application process. For example, this may include individuals requiring assistance because of hearing, vision, mobility, or cognitive impairments. If you are a job seeker with a disability, or assisting a person with a disability, and require accessibility assistance or an accommodation to apply for one of our jobs, please submit a request by telephone at *. Please include your contact information and specific details about your required accommodation to support you during the job application process.

*This telephone line is reserved solely for job seekers with disabilities requiring accessibility assistance or an accommodation in the job application process. Messages left for other purposes, such as not being able to get into the career website, following up on an application, or other non-disability related technical issues will not receive a response.

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