Manager, Field Service

at  Thermo Fisher Scientific

JOB DESCRIPTION

The Field Service Manager 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. 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 their team and may also help to deliver complete services on our CMD products.
Location: Northern California and Pacific NW Territory (OR, WA, NV, AK)

MINIMUM QUALIFICATIONS:

• 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, field reports, and customer surveys to ensure that business activities align with 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 and recommend salary adjustments.
• Must be customer-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
• Coordinates service issues to achieve resolution with 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 actions 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.
• 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 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 20% within the territory or other areas as required
• Ability to work independently.

Education:

• A bachelor’s degree in engineering, science, or equivalent experience is required.
• 5-8 Years Direct Experience

FUNCTIONS AND PHYSICAL REQUIREMENTS:

• 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.
• PPI trained and certified, ideally an expert process manager

Please refer the Job description for details