Job Description

When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals.

Discover Impactful Work:

This Field Service Supervisor will provide day to day management to a dedicated team of engineers, support and guide the team to meet customer and service region objectives, and works closely with the Sr. Regional Service Manager to lead all aspects of field service support and customer relationship management in the region. In addition, the successful candidate will coach and mentor the team and may also deliver complete services on Chromatography and Mass Spectrometry, including installation, repairs, preventative maintenance, and instrument qualifications. Our ideal candidate will be customer oriented, an advocate for Thermo Fisher Scientific in customer laboratories, drive focus and improve customer delivery and overall experience and be eager to drive growth.
A Day in the Life:

• Manage and direct the activities of a dedicated team of service employees within the assigned area of responsibility
• Conduct performance reviews for direct reports and recommend salary adjustments.
• Coach, mentor, and perform (if needed) on-site installation, repair, maintenance, qualification, and validation of {insert product line/family]
• Must be customer-focused, working in conjunction with other ULS teams and Sales
• Must be proficient with the use of customer management software to track service calls, manage parts inventories, and complete job tasks
• Reviews reports and documentation from customers, and inspects malfunctioning product to determine nature and scope of problem
• Analyzes review and inspection findings to determine source of problem, and recommends repair, replacement, or other corrective action
• Coordinates problem resolution with engineering, customer service, and other personnel to expedite repairs
• Analyzes Chemistry reports of technical problems to recommend modifications to eliminate future problems
• Provides a communication link between the customer and the company to help ensure that effective service is provided to the customer
• Develops and conducts training on the safe operations of the equipment and demonstrates skills to trainees, including both team members and customers
• Ensure accuracy of customer database and customer billing information
• Assist Sr Region Manager to establish and implement both strategic and tactical service business plans
• Assist to manage the selection, hiring, and training of new employees
• Assist to drive effective strategies to expand product and service sales
• Lead/participate in PPI project teams as identified to improve business performance.
• Other duties may be assigned

Keys to Success

Education:

• Bachelor degree in Chemistry, Sciences or related field or Associate degree with 8 years of experience or high school diploma/GED with 10 years of relevant experience

Experience:

• 5 or more years hands-on experience working with analytical instrumentation, preferably as a Service Engineer
• Hands-on experience and application knowledge with (Chromatography and Mass Spectrometry) CMD
• People management experience preferred

Knowledge, Skills, Abilities:

• Must be PPI trained and certified, ideally an experienced process manager
• Maintain a valid driver’s license and safe driving record.
• Proven success as a Mentor for CMD; certified Mentor via TMC
• Effective communication skills and establishing good customer rapport are essential
• Ability to prioritize service requests and produce clear and concise documentation
• Must be available to travel overnight up to 50% within the territory or other areas as required
• Ability to work independently within a customer location

Physical Requirements:

• Ability to safely lift 50 Lbs with assistance on occasion.
• Ability to safely lift and carry 25-30 Lbs continuously throughout the day.
• Ability to bend, squat, stretch, and reach on a daily basis in a service function.

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.