Field Service Supervisor (LCMS)
As the world leader in serving science, our work is more than something that fills our days – what we do has great purpose. Our industry-leading scale means unparalleled commercial reach, unique customer access and a global footprint. Our broad customer base, from research to clinical to commercial production means you can have a broad and meaningful impact here at Thermo Fisher Scientific. All while working in an environment where you will be supported, valued and rewarded for your performance.
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner, and safer. Whether our customers are accelerating life sciences research, solving sophisticated analytical challenges, growing efficiency in their laboratories, improving patient health through diagnostics, or the development and manufacture of life-changing therapies, we are here to support them. Our global team of more than 100,000 colleagues delivers an outstanding combination of innovative technologies, purchasing convenience, and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon, and PPD.
FIELD SERVICES SUPERVISOR (LCMS)
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.
Location/Division
This role sits within our Instrument and Enterprise Services (IES) organization, which provides a single source for integrated lab service, support and supply management.
Our customized service offerings and outstanding services have the flexibility and experience to uniquely address our customer’s business needs.
Whether they are looking to arrange for service on a single instrument or are seeking resources to handle entire labs, there is a solution to meet their business requirements.
Territory: up to 50% travel – Los Angeles, CA (North West Hills/Valencia and Southern LA – San Juan Capistrano) and Dallas/DFW, TX.
Supported Instrumentation: Liquid Chromatography (HPLC) and Mass Spectroscopy (MS)
Discover Impactful Work:
Field Service Supervisor position handles the daily supervision of customer site-based personnel, enabling the team to consistently deliver high levels of quality service. Working closely with the National Service Manager to lead all aspects of field service support and customer relationship management in the region. In addition, the successful candidate will coach and mentor their team and may also help to deliver complete services on our CMD products.
A day in the Life:
Own the daily service operations for all Thermo Fisher Scientific instruments at the two Clinical Service Accounts.
Collaborate with customer in the prioritization of the daily ticket volume and provide updates on their status.
Coordinate with specialists, field engineers, customer service, and other personnel to expedite repairs and drive quick resolution.
Raise awareness on any instrument issues by following our current escalation procedures and leading to resolution while providing daily updates.
Coach, mentor, and working with the onsite service engineers in 1:1 and team meetings to drive improved performance through active engagement in daily work.
Manage staff in a manner that is consistent with our organizational culture, which is based on four values: Integrity, Intensity, Innovation, and Involvement and on open communication.
Promotes a friendly environment, good morale, and collaboration.
Builds customer relationships through proactive problem-solving, engagement, and exceeding team performance metrics.
Ensures customer needs are met and high-quality service is delivered through a variety of means, including performance, attendance records, and measuring and reporting on performance metrics.
Conducts site visits and annual physical inventory.
Other duties as assigned.
Keys to Success:
Education
- Bachelor’s Degree in Engineering, Science or 5+ years equivalent experience.
Experience
1+ years proven experience in Customer Relations Management and People Leader role, equivalent combination of education and experience that demonstrates the required skills.
1+ years’ experience with Chromatography and Mass Spectrometry instrumentation.
Proficient skills in Microsoft Suite, Outlook, Word, PowerPoint, and Excel.
Knowledge, Skills, Abilities
Clearly express their ideas, share technical information, communicate well with customers and all levels of the organization, write procedures and develop plans.
Ability to be able to evaluate, interpret information and procedures, to make timely decisions while functioning in a fast-paced, changing work environment.
Have experience with resolving events in a positive trust building way.
Prioritize clinical customer requirements and establish realistic schedules to meet requirements.
Produce clear, thorough, and concise documentation and customer reports.
Work independently and as part of a group, to accomplish individual and team objectives.
Independently resolve routine customer satisfaction issues.
Leadership and supervisory abilities and interpersonal skills are required to lead, coach, and enhance team culture; Basic understanding of employment/labor law regulations.
Experience in customer-facing roles is required.
Strong verbal and written communication skills. This includes maintaining a professional appearance and demeanor in all interactions and upholding Thermo Fisher Scientific's values, including confidentiality.
Handle adversity well and give positive and constructive feedback.
Critical thinking abilities take timely decisions and assist staff in task prioritization
Physical Requirements / Work Environment
Ability to safely lift 50 lbs. with assistance on occasion.
Ability to bend, squat, stretch, and reach, daily in a service function.
Available to travel overnight up to 50%
Benefits
We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits.
Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects.
We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation!
Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.
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.
Accessibility/Disability Access
Job Seekers with a Disability: Thermo Fisher Scientific offers accessibility service for job seekers requiring accommodations in the job application process. For example, this may include individuals requiring assistance because of hearing, vision, mobility, or cognitive impairments. If you are a job seeker with a disability, or assisting a person with a disability, and require accessibility assistance or an accommodation to apply for one of our jobs, please submit a request by telephone at 1-855-471-2255*. Please include your contact information and specific details about your required accommodation to support you during the job application process.
*This telephone line is reserved solely for job seekers with disabilities requiring accessibility assistance or an accommodation in the job application process. Messages left for other purposes, such as not being able to get into the career website, following up on an application, or other non-disability related technical issues will not receive a response.
Compensation and Benefits
The salary range estimated for this position based in California 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
