Field Service Supervisor (Electron Microscopy)

at  Thermo Fisher Scientific

MINIMUM QUALIFICATIONS:

This position is ideal for an expert or technical leader who wants to join an established team supporting customers usage of analytical instruments.

• Requires a University degree or equivalent experience in electronics or electro-mechanical systems
• Requires approximately 10 years hands on technical experience installing, maintaining, repairing, and calibrating analysis instruments such as SEM, TEM, FIB or similar systems.
• A detailed understanding and experience with repairing ultra-high vacuum and high voltage systems.
• Ability to deal effectively with customers
• Must have a professional working proficiency in English
• Proven track record supporting sophisticated systems and subsystems down to component level
• Proficiency with MS Office

• Lead assigned field service engineers to ensure customers’ issues are resolved as quickly as possible.
• Meet tool uptime performance expectations where required
• Complete PM’s on time per commitments
• Ensure blocking issues are accurately communicated and progress to closure expeditiously
• Work closely with your service team to meet call closure and administrative goals
• Meet contract/warranty committed response times for service calls
• Ensure continued development of engineers through instructor led and on the job training
• Average time of parts in field is 14 days from date of shipment measured to receipt in warehouse
• Ensure FSE’s updating their call schedule in Q-Mobile or SSOC
• Complete and submit 90% FSRs within 48 hours of closing a call
• Conduct on-site installation of equipment and follow testing procedures to ensure equipment performs to specification
• Conduct on-site scheduled planned maintenance visits
• Support team members in finding root cause of issues and remedies
• Build and develop positive working relationships with customers, system users and internal personnel
• Travel, sometimes on short notice, to customer sites to resolve problems or support colleagues
• Timely service call administration
• Provide training for customers and users on system maintenance
• Share findings with product quality teams
• Provide appropriate input in writing updating and correcting various Thermo Fisher system documentation
• Apply problem solving methodologies to identify and isolate system problems
• Act as a subject matter authority and resource for training