Field Service Supervisor

Company: Thermo Fisher Scientific
Location: Cambridge
Posted on: March 20, 2025

Job Description:

Work ScheduleStandard (Mon-Fri)Environmental ConditionsAble to lift 40 lbs. without assistance, Adherence to all Good Manufacturing Practices (GMP) Safety Standards, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)Job Description Location: The ideal candidate will reside in or around Cambridge, Massacushetts.The primary territory for this position includes Massachusetts, Rhode Island, Connecticut, New Hampshire, Maine, and Vermont.A Field Service Supervisor is considered a "remote" colleague and will be issued a fleet vehicle to allow for travel to multiple customer locations and to ride along with FSEs in their defined service area. Some overnight travel will be expected. Summary: Unity Lab Services (ULS), a part of Thermo Fisher Scientific, provides integrated solutions, instruments, and enterprise services to our customers. The Field Service Supervisor provides day-to-day management and supervision to a committed team of engineers, supports and guides the team to meet customer and service region objectives, and works closely with the Sr. Service Manager to lead all aspects of field service support and customer relationship management. In addition, the successful candidate will coach and mentor their team and may also deliver complete services on laboratory products including installation, repairs, preventative maintenance, and instrument qualifications. Our ideal candidate will be customer-focused, an advocate for Thermo Fisher Scientific in customer laboratories, drive focus and improve customer delivery and overall experience, and be eager to drive growth. Responsibilities:

• Lead and direct the activities of a dedicated team of service employees within the assigned area of responsibility, including up to 10-15 colleagues.
• Conduct performance evaluations of your team and recommend salary adjustments. Coach, mentor, and perform (if needed) on-site installation, repair, maintenance, qualification, and validation of LPD products.
• Must be client-focused, working in conjunction with other Unity Lab Services team and Sales
• Must be proficient with the use of customer management software to track service calls, lead parts inventories, and complete job tasks
• Reviews reports and documentation from customers, and inspects malfunctioning product to identify root causes and propose possible solutions.
• Predicatively look for trends and recommend repair, replacement, or other corrective action
• Coordinates problem resolution with engineering, customer service, and other personnel to expedite repairs
• Analyzes service reports of technical problems to recommend modifications to eliminate future problems
• Provides a communication link between the customer and the company to help ensure that effective service is provided to the customer
• Develops and conducts training on the safe operations of the equipment and demonstrates skills to trainees, including both team members and customers
• Ensure the accuracy of the customer database and customer billing information
• Assist Sr Region Manager to establish and implement both strategic and tactical service business plans
• Responsible for the selection, hiring, and training of new employees
• Assist in driving 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 Education
  • Bachelor's Degree in Biomedical Engineering, electrical or mechanical or electronics, or related field preferred.
  • EPA Certification preferred
  • Accredited trade school certification- HVAC/R or Electronic Technician preferred. Experience
    • 7+ years of technical field service experience with strong electronic/electrical and mechanical expertise 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 every day in a service function.
      • Maintain a valid driver's license and satisfactory driving record.Join us and add to our singular mission-enabling our customers to make the world healthier, cleaner, and safer. Apply today!

Keywords: Thermo Fisher Scientific, Cambridge , Field Service Supervisor, IT / Software / Systems , Cambridge, Massachusetts