Supervisor, Field Service - New England

ThermoFisher Scientific; Cambridge (MA); Remote; USD 83,000 - 110,000; Full time

Benefits offered by this job

Health and dental plans

Vision plan

Tuition reimbursement

Paid time off

Job summary

Thermo Fisher Scientific in the United States seeks a senior field service leader to manage and develop a regional team of engineers. You will oversee daily service operations, troubleshoot advanced systems, and maintain key customer relationships to ensure high satisfaction and compliance with regulatory standards.

This remote role covers the New England area, with potential for travel and no relocation assistance. A BS/Sc degree and 5+ years in lab instrumentation are required.

Qualifications

• BS or graduate degree in Sciences, Engineering, Electronics, or equivalent experience.
• 5+ years of technical experience with complex scientific and laboratory instrumentation.
• Experience leading and developing a team of engineers.
• Ability to travel overnight within regional territory monthly and work on-call.

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 service KPIs, performance metrics, and quality standards.
• Build and maintain strong customer relationships.
• Ensure compliance with safety protocols and regulatory requirements.
• Partner with cross-functional teams to support operational goals.
• Drive continuous improvement initiatives to enhance service delivery.

Skills

Strong communication

On-call work

Overnight travel

Organizational skills

Focus and determination

Education

BS or graduate degree 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

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.

Location

This is a remote role primarily supporting the New England area. 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

• 5+ years of technical experience with complex scientific and laboratory instrumentation, including troubleshooting and repair

• 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

Compensation and Benefits

The salary range estimated for this position based in Massachusetts is $83,300.00–$110,000.00.

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.