Field Service Supervisor (LCMS)

Job DescriptionWhen you are 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.Our Organization: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) (https://www.thermofisher.com/us/en/home/industrial/chromatography/liquid-chromatography-lc.html?SID=fr-hplc-product-tour-main) and Mass Spectroscopy (MS) (https://www.thermofisher.com/us/en/home/life-science/protein-biology/protein-mass-spectrometry-analysis.html?SID=fr-frc-mass-spec-main)What Will You Do?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.Responsibilities:

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.

How will you get here?Knowledge, Skills, and 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

Minimum Education and/or Experience Requirements:

Bachelor’s Degree in Engineering, Science or 5+ years equivalent 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

Specific Scope Data

Use prescribed PPE to perform work function safely.

Maintain a valid driver’s license.

Provide customer service support to key clinical customer sites in California.

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.

Available to travel overnight up to 50%

Compensation and BenefitsThe salary range estimated for this position based in California is –.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-rewardsThermo 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.