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 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 Southeast region. In addition, the successful candidate will coach and mentor his/her team and may also deliver complete services on CMD 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. This role will support Analytical Instruments in the Southeast Region.

Responsibilities:

• Manage and direct the activities of a dedicated team of service employees within the assigned area of responsibility, including up to 10-11 direct reports
• Conduct performance reviews for direct reports and recommend salary adjustments. Coach, mentor, and perform (if needed) on-site installation, repair, maintenance, qualification, and validation of Analytical Instrumentation.
• 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
• Reviews reports and documentation from customers, and inspects malfunctioning product to determine nature and scope of problem
• Analyzes review and inspection findings to determine source of problem, and recommends repair, replacement, or other corrective action
• Coordinates problem resolution with engineering, customer service, and other personnel to expedite repairs
• Analyzes Chemistry 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 accuracy of customer database and customer billing information
• Assist Sr Region 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

Minimum Qualifications:

• Bachelor’s Degree in Chemistry, Sciences or related field
• 5 or more years hands-on experience working with analytical instrumentation, preferably as a Service Engineer
• Proven success as a Mentor for a specific product line/family; certified Mentor via TMC (specifically chromatography and mass spectrometry)
• 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 within a customer location

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.

Preferred Qualifications:

• Chromatography and Mass Spectrometry
• Hands-on experience and application knowledge with LSMS products
• Strong preference for background with LSMS applications
• People management experience
• Must be PPI trained and certified, ideally an experienced process manager

Location:

• Gulf South

At Thermo Fisher Scientific, each one of our 50,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.

This position has not been approved for relocation.