Field Service Supervisor - Cambridge, MA

at  Thermo Fisher Scientific

JOIN OUR TEAM AS A SUPERVISOR, FIELD SERVICE

Thermo Fisher Scientific Inc. is seeking a highly skilled and motivated individual to join our team as a Supervisor, Field Service. As a world leader in serving science, we are dedicated to enabling our customers to make the world healthier, cleaner, and safer. In this role, you will have the opportunity to lead a team of field service engineers and drive exceptional service delivery to our customers.

What Will You Do?

• Provide day-to-day management and guidance to a team of field service engineers, ensuring customer and service region objectives are met
• Work closely with the Sr. Regional Service Manager to lead all aspects of field service support and customer relationship management in the region
• Coach and mentor your team to drive improved performance and actively engage in daily work
• Deliver complete services on our CMD products
• Direct the activities of a dedicated team of service employees within the assigned area of responsibility.
• Applies Leader Standard Work to monitor resources, installations, and repair critical 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 the field service engineers to drive improved performance through active engagement in daily work.
• Conduct performance reviews for direct reports and recommend salary adjustments.
• Coordinates service technical escalations in order to achieve resolution across multiple functions with product support engineering, customer service, and global tech support to expedite repairs.
• Provides a communication link between the customer and the company to help ensure that effective service is provided to the customer.
• Leads and manages customer complaints via SAP CRM tool.
• Ensures service teams work safely through safety advocacy, ensuring timely training completion, and driving a safety-first culture.
• Ensure accuracy of field service reports through regular auditing and corrective activities.
• Assist Regional Manager to establish and implement both strategic and tactical service business plans
• Assist 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.

MINIMUM QUALIFICATIONS:

• Bachelor’s Degree in Engineering, Science, or equivalent experience
• 5 or more years hands-on experience working with analytical instrumentation, preferably as a Service Engineer, or equivalent experience
• 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
• Must be available to travel overnight up to 20% within the territory or other areas as needed
• Ability to work independently
• Must be client-focused, working 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
  About Thermo Fisher Scientific Inc.
  Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner, and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, or improving patient health through diagnostics, we are here to support them. With our innovative technologies and industry-leading brands, including Thermo Scientific and Fisher Scientific, we deliver exceptional solutions to our customers.
  Thermo Fisher Scientific is an Equal Opportunity 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.
  We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
  Apply now to join our team and be part of our mission to make the world a better place through science

• Provide day-to-day management and guidance to a team of field service engineers, ensuring customer and service region objectives are met
• Work closely with the Sr. Regional Service Manager to lead all aspects of field service support and customer relationship management in the region
• Coach and mentor your team to drive improved performance and actively engage in daily work
• Deliver complete services on our CMD products
• Direct the activities of a dedicated team of service employees within the assigned area of responsibility.
• Applies Leader Standard Work to monitor resources, installations, and repair critical 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 the field service engineers to drive improved performance through active engagement in daily work.
• Conduct performance reviews for direct reports and recommend salary adjustments.
• Coordinates service technical escalations in order to achieve resolution across multiple functions with product support engineering, customer service, and global tech support to expedite repairs.
• Provides a communication link between the customer and the company to help ensure that effective service is provided to the customer.
• Leads and manages customer complaints via SAP CRM tool.
• Ensures service teams work safely through safety advocacy, ensuring timely training completion, and driving a safety-first culture.
• Ensure accuracy of field service reports through regular auditing and corrective activities.
• Assist Regional Manager to establish and implement both strategic and tactical service business plans
• Assist 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