Supervisor, Field Service

Thermo Fisher Scientific Inc.; Chicago (IL); Remote; USD 83,000 - 125,000; Full time

Job summary

An established industry player is seeking a Field Service Supervisor to lead a dedicated team in providing exceptional customer service. In this role, you will manage field service support, enhance customer satisfaction, and collaborate with various service teams to deliver technical expertise. This position offers the opportunity to make a significant impact while ensuring high-quality results and fostering a positive work environment. If you are passionate about driving success and leading a talented team, this role is perfect for you!

Benefits

Comprehensive Health Benefits

Retirement Plans

Professional Development Opportunities

Paid Time Off (PTO)

Paid Parental Leave

Employee Assistance Programs

Commuter Benefits

Tuition Reimbursement

Stock Purchase Plan

Qualifications

• 2+ years of leadership experience with team development preferred.
• 5+ years of customer service experience preferred.

Responsibilities

• Manage and develop a team of skilled engineers.
• Coordinate problem resolution with factory engineering and customer service.
• Ensure timely completion of service reports and administrative tasks.

Skills

Customer Service

Team Leadership

Problem Solving

Organizational Skills

Attention to Detail

Education

Bachelor's Degree in Sciences or Engineering

Graduate Degree

Tools

Diagnostic Reports

Performance Reports

Job description

Work Schedule

Standard Office Hours (40/wk)

Environmental Conditions

Office

Job Description

Join the Thermo Fisher Scientific team and make a difference by enabling customers to find cures, to protect the environment, and to ensure food safety. Your work will have a real-world impact and provide satisfying career goals.

Our company offers a comprehensive range of lab services, support, and supply management in one place. Our outstanding people can customize solutions to meet business needs, whether they require service for one instrument or support for all lab needs.

To deliver service solutions without boundaries, programs are offered for all instruments, equipment, and laboratory supplies, regardless of vendor. As a laboratory partner, Thermo Fisher Scientific provides researchers what they need, when they need it, to improve their ability to focus on science and drive innovation. Let our expertise complement yours!

How will you make an impact?

As a Field Service Supervisor, you will lead all aspects of field service support, customer relationship management, and provide direct feedback to our Team. You will collaborate with multiple Service Teams to deliver technical expertise to customers, ensuring happiness and achieving high-quality results.

This position will be remote and focus primarily on Illinois and Wisconsin. Candidates must be available to work in Chicago for at least one week per month.

What will you do?

• Manage and develop a team of highly skilled engineers.
• Facilitate, develop, and strengthen customer satisfaction.
• Maintain team schedule, track service calls, assist management of parts inventories, and drive company revenue.
• Support your team in solving and diagnosing customer's issues by applying instrument performance reports, field representative documents, and diagnostic reports.
• Coordinate problem resolution with factory engineering, customer service, and other personnel to expedite repairs.
• Report technical problems and trends affecting future design, production, service, and maintenance processes, and recommend modifications to eliminate future problems.
• Provide a communication link between the customer and the company to help ensure that effective service is provided.
• Assure the timely and accurate completion of quality training, service reports, expense reports, company provided car maintenance and mileage reporting, and other administrative tasks of your team.

How will you get here?

• Bachelor's Degree with preference in fields of Sciences, Engineering, Electronics, or equivalent experience. Graduate degree preferred.
• 2+ years of people leadership experience with development of a team or colleague mentoring preferred.
• 5+ years customer service experience preferred.

Knowledge, Skills, Abilities

• Must have valid driver license.
• Ability to travel overnight within regional territory monthly.
• Ability to work outside regular business hours, and/or on-call work.
• Intensity, focus, and determination to drive success.
• Strong organizational skills and attention to detail.

Benefits

We value our employees and offer a competitive compensation package, including comprehensive health benefits, retirement plans, and opportunities for professional development and growth.

Compensation and Benefits

The salary range estimated for this position based in Illinois is $83,300.00–$125,000.00.

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