Field Service Manager

at  Thermo Fisher Scientific

JOB DESCRIPTION

Position Summary
The Field Service Manager is an exceptional opportunity to lead a team of field service engineers and drive customer satisfaction in the United Kingdom. As the Field Service Manager, you will have the opportunity to work for Thermo Fisher Scientific Inc., a world-class company dedicated to enabling customers to make the world healthier, cleaner, and safer.
The location of this job can be remote in UK, Belgium, France, Danmark, Netherlands, Switzerland, and Germany.

Job Responsibilities:

• Direct the activities of a dedicated team of service employees within the assigned area of responsibility.
• Apply Leader Standard Work to monitor resources, installations, and critical issue management.
• Review field schedules, data, reports, and customer surveys to ensure high-quality service delivery.
• Coach and mentor the field service engineers to drive improved performance and career development.
• Collaborate with other regions and internal customers to ensure exceptional client-focused service.
• Coordinate service issues with engineering, customer service, and global tech support for timely resolution.
• Handle customer complaints via SAP CRM tool to ensure flawless customer experience.
• Promote a safety-first culture by advocating for safety, ensuring timely training completion, and driving safety awareness.
• Ensure accuracy of field service reports through regular auditing and corrective activities.
• Assist the Global Manager in establishing and implementing strategic and tactical service business plans.
• Assist in the selection, hiring, and training of new employees.
• Drive effective strategies to expand product and service sales.
• Lead or participate in project teams to improve business performance.
• Support the service leadership in deploying new system/tools/platforms to improve service effectiveness and efficiency.
• Manage FSE team Opex control and service business leads contribution.
• Create standard work and daily management dashboards to supervise and communicate operational and strategic performance.
• Drive operational excellence by monitoring key performance indicators and implementing process enhancements.
• Work closely with colleagues from different regions and globally to ensure effective communication and coordination of field service activities.
• Develop and implement the geographic field service deployment model tailored to customer needs.
• Ensure successful rollout of service digital tools and platforms to enhance customer support.
• Deploy global service marketing strategies within the region to deliver a comprehensive product/service offering.
• Maintain customer allegiance using CAS survey results and service metrics to drive continuous improvement.

Job Requirements:

• 5 or more years of hands-on experience working with analytical instrumentation or bioproduction equipment.
• Proven success as a mentor, coach, and team leader.
• Effective interpersonal skills and ability to establish good customer rapport.
• Ability to prioritize service requests and produce clear and concise documentation.
• Availability to travel overnight up to 50% within the territory or other areas as required.
• Ability to work independently while also fostering effective collaboration with diverse teams.

• Direct the activities of a dedicated team of service employees within the assigned area of responsibility.
• Apply Leader Standard Work to monitor resources, installations, and critical issue management.
• Review field schedules, data, reports, and customer surveys to ensure high-quality service delivery.
• Coach and mentor the field service engineers to drive improved performance and career development.
• Collaborate with other regions and internal customers to ensure exceptional client-focused service.
• Coordinate service issues with engineering, customer service, and global tech support for timely resolution.
• Handle customer complaints via SAP CRM tool to ensure flawless customer experience.
• Promote a safety-first culture by advocating for safety, ensuring timely training completion, and driving safety awareness.
• Ensure accuracy of field service reports through regular auditing and corrective activities.
• Assist the Global Manager in establishing and implementing strategic and tactical service business plans.
• Assist in the selection, hiring, and training of new employees.
• Drive effective strategies to expand product and service sales.
• Lead or participate in project teams to improve business performance.
• Support the service leadership in deploying new system/tools/platforms to improve service effectiveness and efficiency.
• Manage FSE team Opex control and service business leads contribution.
• Create standard work and daily management dashboards to supervise and communicate operational and strategic performance.
• Drive operational excellence by monitoring key performance indicators and implementing process enhancements.
• Work closely with colleagues from different regions and globally to ensure effective communication and coordination of field service activities.
• Develop and implement the geographic field service deployment model tailored to customer needs.
• Ensure successful rollout of service digital tools and platforms to enhance customer support.
• Deploy global service marketing strategies within the region to deliver a comprehensive product/service offering.
• Maintain customer allegiance using CAS survey results and service metrics to drive continuous improvement