Work ScheduleStandard (Mon-Fri)
Environmental ConditionsOffice
Job DescriptionAs a Field Service Supervisor, you will lead all aspects of field service support and customer relationship management while providing direct feedback and guidance to the team. You will collaborate across Service Teams to deliver technical expertise, strengthen customer relationships, and drive high-quality, efficient service outcomes.
LocationThis 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 SuccessEducationBS 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
Compensation and BenefitsThe 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
