Field Service Manager - New England

Job Description

The Field Service Manager is responsible for providing day to day management to a team of field service engineers, support and guide the team to meet customer and service region objectives , and works closely with the Sr. Regional 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 his/her team and may also help to deliver complete services on our CMD products.

Location: New England Territory (MA, CT, RI, NH, ME, VT)

Minimum Qualifications:

• Direct the activities of a dedicated team of service employees within the assigned area of responsibility.
• Applies Leader Standard Work to monitor resources, installations, and repair critical issue management.
• Reviews field schedules, data, reports, Power BI dashboards, and field reports, and customer surveys to ensure that business activities align with stated service objectives to deliver high quality service in an efficient and effective manner.
• Coaching, mentoring, and working with the field service engineers to drive improved performance through active engagement in daily work.
• Conduct performance reviews for direct reports and recommend salary adjustments.
• Must be client-focused, working in conjunction with other regions and internal customers.
• Proficient with the use of customer management software to track service calls, run parts inventories, and complete job tasks
• Coordinates service issues to achieve resolution with engineering, customer service, and global tech support to expedite repairs.
• Provides a communication link between the customer and the company to help ensure that effective service is provided to the customer.
• Leads and manages customer complaints via SAP CRM tool.
• Ensures service teams work safely through safety advocacy, ensuring timely training completion, and driving a safety-first culture.
• Ensure accuracy of field service reports through regular auditing and corrective activities.
• Assist Regional Manager to establish and implement both strategic and tactical service business plans
• Assist selection, hiring, and training of new employees
• Assist to drive effective strategies to expand product and service sales
• Lead/participate in PPI project teams as identified to improve business performance.
• 5 or more years hands-on experience working with analytical instrumentation, preferably as a Service Engineer, or equivalent experience.
• Proven success as a mentor, coach, and team leader.
• Effective interpersonal skills and establishing good customer rapport are essential.
• Ability to prioritize service requests and produce clear and concise documentation
• Must be available to travel overnight up to 20% within the territory or other areas as the need arises
• Ability to work independently.

Education:

• Bachelor’s Degree in Engineering, Science, or equivalent experience required.
• 5-8 Years Direct Expereince

Functions and Physical Requirements:

• Ability to safely lift 50 Lbs with assistance on occasion.
• Ability to bend, squat, stretch, and reach, daily in a service function.
• Maintain a valid driver’s license and safe driving record.
• Technical background of instrument repair in a laboratory and/or field service setting.
• PPI trained and certified, ideally an experienced process manager

About Thermo Fisher ScientificThermo Fisher Scientific Inc. (NYSE: TMO) 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 complex analytical challenges, increasing productivity 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 unrivaled 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. For more information, please visit www.thermofisher.com.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.We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.Accessibility/Disability Access

Position may require Covid-19 vaccination and/or routine testing, per client discretion. As a requirement to be onsite at Thermo Fisher Scientific this position requires vaccination status disclosure upon employment.

Apply Now