Field Service Supervisor (LCMS) - MD/DC

ThermoFisher Scientific; Wilmington (DE); Remote; USD 83,000 - 115,000; Full time

Benefits offered by this job

Medical and dental plans

National Vision plan

Employee assistance program

Paid time off 120 hours + holidays

Parental leave

Job summary

Thermo Fisher Scientific is seeking a Field Service Supervisor to lead a team of skilled field service engineers, coordinating service activities and ensuring top-tier customer satisfaction. This remote role primarily supports the Maryland/DC area with 50% travel; relocation not provided.

You will mentor staff, handle complex troubleshooting, and partner with cross-functional teams to meet service goals. Candidates should have a BS or higher in sciences or engineering, proven leadership, and a

Qualifications

• BS or graduate degree in Sciences, Engineering, Electronics, or equivalent experience.
• Proven ability to lead and develop engineers.
• Strong customer relationship management.
• Experience coordinating field service activities and repairs.
• Must be legally authorized to work in the United States.

Responsibilities

• Lead, mentor, and develop a team of field service engineers.
• Coordinate daily service operations and ensure timely issue resolution.
• Oversee complex troubleshooting and repair of advanced systems.
• Monitor and manage service KPIs, performance metrics, and quality standards.
• Build and maintain strong customer relationships.
• Ensure compliance with safety protocols, regulatory requirements, and quality systems.
• Partner with cross-functional teams to support operational goals.
• Drive continuous improvement initiatives to enhance service delivery.
• Support workforce planning, scheduling, and territory management.

Skills

Team leadership

Customer relations

Scheduling & planning

Communication

Regulatory compliance

Problem solving

Travel readiness

Education

Bachelor's or higher in Sciences/Engineering/Electronics

Job description

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Discover Impactful Work

As a Field Service Supervisor at Thermo Fisher Scientific, you will guide and support a team of skilled field service engineers while ensuring exceptional service delivery to our customers. This role combines leadership with technical expertise, promoting operational excellence and customer satisfaction. You will coordinate service activities, manage team performance, and maintain strong relationships with customers and internal stakeholders. You’ll contribute to meaningful impact by enabling our customers to make the world healthier, cleaner, and safer.

Location

This is a remote role primarily supporting the Maryland/DC area and will require 50% travel within assigned territory. Relocation assistance is not provided.

A Day in the Life:

• Lead, mentor, and develop a team of field service engineers

• Coordinate daily service operations and ensure timely issue resolution

• Oversee complex troubleshooting and repair of advanced systems

• Monitor and manage service KPIs, performance metrics, and quality standards

• Build and maintain strong customer relationships

• Ensure compliance with safety protocols, regulatory requirements, and quality systems

• Partner with cross-functional teams to support operational goals

• Drive continuous improvement initiatives to enhance service delivery

• Support workforce planning, scheduling, and territory management

Keys to Success

Education

BS or graduate degree in Sciences, Engineering, Electronics, or equivalent experience

Experience

• Prior experience in leading, managing, and developing a team of highly skilled engineers preferred

• Proven ability to facilitate, develop, and strengthen customer relationships and drive high levels of customer satisfaction

• Experience managing schedules, tracking service activities, assisting parts inventory management, and driving revenue objectives

• Serve as a technical resource to the team, supporting the diagnosis and resolution of complex customer issues using instrument performance reports, field representative documentation, and diagnostic data

• Demonstrated ability to coordinate problem resolution with factory engineering, customer service, and other personnel to expedite repairs

• Prior experience in identifying and communicating recurring technical issues and trends that affect future design, production, service, and maintenance processes, and recommend modifications and feedback to eliminate future problems

• Experience ensuring the timely and accurate completion of team administrative and compliance requirements, including training, service reports, expense reporting, vehicle documentation, and other required records

Skills & Abilities

• Strong communication skills between the customer and the company to help ensure effective service is provided

• Ability to work outside regular business hours and/or on-call work

• Ability to travel overnight within regional territory monthly

• Intensity, focus, and determination to drive success

• Strong organizational skills and attention to detail

Other

• Must be legally authorized to work in the United States without sponsorship now or in the future

• Must be able to pass a comprehensive background check and drug screen

• Valid driver's license

• This role requires regular access to government customer sites. The successful candidate must be able to meet applicable customer and site-specific identification, screening, and security access requirements.

Compensation and Benefits

The salary range estimated for this position based in Maryland is $83,300.00–$115,000.00.

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs

• Employee assistance and family support programs, including commuter benefits and tuition reimbursement

• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy

• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan

• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.