Computers, Software, Customer Service and Call Center, Engineering, Human Resources, Information Technology, Installation, Maintenance, and Repair, Sales, Executive Management, Energy / Utilities
Supervisor Field Service
Field Service Supervisor (Band 6, Management Track)
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.
Summary: Unity Lab Services (ULS), a part of Thermo Fisher Scientific, provides integrated solutions, instrument, and enterprise services to our customers. This Field Service Supervisor is responsible for providing day to day management to a dedicated team of field service engineers, support and guide the team to meet customer and service region objectives , and works closely with the Sr. Region Service Manager to manage all aspects of field service support and customer relationship management in the region. In addition the successful candidate will coach and mentor his/her team and may also help to deliver complete services on Laboratory Products, 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.
Manage and direct the activities of a dedicated team of service employees within the assigned area of responsibility.
Utilizes Leader Standard Work to monitor service area of responsibility and to achieve targets.
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.
Gemba walks for field service on-site installations, repairs, maintenance, qualification, and validation of general lab equipment.
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.
Must be client-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
Coordinates service escalation to achieve resolution with engineering, customer service, and other personnel to expedite repairs.
Provides a communication link between the customer and the company to help ensure that effective service is provided to the customer.
Ensures service teams work safely through safety advocacy, ensuring on-time training completion, and driving a safety-first culture.
Ensure accuracy of field service reports through regular auditing and corrective activities.
Assist Senior Regional 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
Bachelors degree or high school diploma with 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 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.
Essential Functions and 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.
Maintain a valid driver’s license and safe driving record.
Technical background of instrument repair in a laboratory and/or field service setting.
Controlled Environment, Sample Prep and Separation and Lab Automations
People management experience
PPI trained and certified, ideally an experienced process manager