Field Service Engineer Supervisor, Microbiology - Thermo Fisher Scientific

Environmental Conditions Able to lift 40 lbs. without assistance, Laboratory Setting, Office, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.), Standing for full shift

Job Description

About Thermo Fisher Scientific

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science. Our mission is to enable our customers to make the world healthier, cleaner and safer. We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics and increase laboratory productivity.

Position Summary:

The Field Service Supervisor will lead all aspects of the daily operations of the FSE team as well as demonstrate the capabilities required of a FSE. Leadership responsibilities include fielding FSE inquiries, resolving customer critical issues, training compliance, overtime management, onboarding, and conducting performance evaluations. Field Service responsibilities include handling a small, assigned territory requiring instrument corrective maintenance, upgrades, installation, and preventative maintenance. This individual may travel outside of their assigned territory for elaborate customer repairs, training of current Field Service Engineers, and development of new employees.

Key Responsibilities:

• Handle day to day activities from the FSEs (define resource for vacant territories when needed, field customer complaints for criticality)
• Maintain records and reports, coordinate activities with peers, manager and customers to minimize equipment downtime and interruptions
• Must be proactive in resolving instrument issues before they become chronic by finding a root cause and course of action
• Develop and conduct team meetings on a regular cadence
• Develop and regularly report on FSE team metrics and quality objectives
• Assist in the development and improvement of service processes and information
• Control overtime and monitor expenses; includes approving timesheets and expense reports
• Maintain training compliance
• Technical liaison with key internal partners
• FSE Team ServiceMax administrator
• Assist with maintaining accurate carstock inventories for the team
• Hiring/onboarding of new FSEs
• Perform performance evaluations
• Perform repairs, preventive maintenance, upgrades and installs of laboratory instrumentation
• Maintain inventory and administrative records in a timely manner
• Resolve technical issues with hardware, firmware and software
• Remain current on equipment/tools through appropriate training, manuals, technical bulletins and other relevant materials
• Ensure accurate communication and/or documentation for product complaints per SOP
• Must have excellent customer-facing skills and prioritize customer satisfaction

Education:

• Associate's degree in electronics, engineering, biomedical technology or other applicable field of study.
• Bachelor's degree in engineering or technology preferred

• Minimum 2 years of experience related to science, engineering and/or customer skills
• Ability to handle a territory and perform service training, customer training, support and repair of laboratory equipment

• Ability to travel at least 50% with overnight stays
• May be required to travel to customer sites with as little as 24 hours notice
• Ability to take at least 10 paid on-call weekends in a year
• Must be able to lift up to 50 pounds on a routine basis

Compensation and Benefits The salary range estimated for this position based in Kansas is $75,800.00-$113,675.00.

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

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.