When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals.
As the world leader in serving science, we empower our people to advance innovative technologies, develop meaningful solutions, and build rewarding careers. With revenues of $18 billion and the largest investment in R&D in the industry, we give our 55,000 extraordinary minds the resources and opportunities to make significant contributions to the world.
The Field Service Supervisor combines Field Service Engineer (FSE) responsibilities with daily management tasks for a group of Field Service Engineers.
These managerial responsibilities will take up to 50% of the workload (depending on the number of FSEs in the region) and will allow the Supervisor to assist the Field Service Manager (FSM) in being responsible for the group of engineers who are defined by either their product specialization or geographical location.
The Key responsibilities include setting service response priorities, planning training, maintaining efficiency and discipline and ensuring that customers who are supported by the defined group of engineers are monitored and satisfied with our services on an increasing basis. Strong leadership and communication skills combined with a strong technical background are critical for this role.
Specific deliverables associated with this important role include:
•Deciding on priorities within the defined group where scheduling conflicts arise.
•Maintaining a skill matrix and advising on training of the FSEs.
•Monitors the FSE planning and logistics in collaboration with office personnel.
•Monitors and controls FSE timely reporting and activities (e.g. Field Service Reports, Installation Progress and spare parts returns).
•Monitors Customer “temperature” within the supported installed base.
•Flags Customer Satisfaction and Service Business risks to the FSM.
•Keeps the appropriate Account Manager (AM) informed about ongoing sales business, threats and opportunities.
•Plans and prepares for installations by checking shipment lists, assigning resources and ensuring customer readiness.
•Manages local escalations from the first day.
•Assists the FSM with people planning, succession planning and other HR related issues.
•Provides valuable assistance for the FSM with performance management, contracts sales and follows up on business issues within the defined area.
•Typically requires a minimum of 5 years of related experience, partly in a leadership role.
•Normally a Bachelor or university degree is required or a combination of education and experience which demonstrate the required skills and abilities.
•The ideal candidate has (leadership) experience in a high-tech environment.
•This position requires knowledge in a specialized field built on an understanding of techniques and methods. This knowledge is normally acquired through professional or academic qualification or through on the job practical experience.
•Frequently interacts with Field Service managers, Service Engineers, peer Supervisors and customers although some interactions may involve Senior Management. Interactions normally involve coordination between functional areas and other departments. Good skills in persuading, inspiring developing and motivating are required in order to interact with other people.
•Professional and Diverse; works on a range of objectives and problems where analysis of situations or data requires an evaluation of several variables. Requires good judgment and thinking to develop solutions to problems but with the clear ability to escalate to the next level with high impact issues and/or complex problems. Authority is to act within defined policies within the area of expertise/knowledge under management direction.
•Responsible to provide direction to FSEs in order to administer budgets and meet objectives which are based on company policies. The scope of activities is focused on operational and tactical issues.
The Field Service Supervisor builds on the core competencies of the Field Service Engineer for approximately 50% of the role with an increased focus on the customer and the team. The Field Service Supervisor takes the FSE success factors to the next level by requiring no supervision on routine tasks with the clear ability to coordinate and develop the assigned team.
At Thermo Fisher Scientific, each one of our 50,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer. Apply today http://jobs.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.
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