Field Service Supervisor (LCMS) - MD/DC

Thermo Fisher Scientific • Rockville, MD

20h • Remote

About The Position

As a Field Service Supervisor at Thermo Fisher Scientific, you will guide and support a team of skilled field service engineers while ensuring exceptional service delivery to customers. The role combines leadership with technical expertise to promote operational excellence and customer satisfaction. You will coordinate service activities, manage team performance, and maintain relationships with customers and internal stakeholders. This is a remote role primarily supporting the Maryland/DC area and requires 50% travel within the assigned territory. Relocation assistance is not provided.

Requirements

• Bachelor’s degree or graduate degree in sciences, engineering, or electronics, or equivalent experience.
• Strong communication skills between customers and the company to help ensure effective service.
• Ability to work outside regular business hours and/or on-call.
• Ability to travel overnight within the regional territory monthly.
• Strong organizational skills and attention to detail.
• 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.
• Valid driver’s license.
• Must meet applicable customer- and site-specific identification, screening, and security access requirements for regular access to government customer sites.

Nice To Haves

• Prior experience leading, managing, and developing a team of highly skilled engineers.
• Proven ability to facilitate, develop, and strengthen customer relationships and drive high levels of customer satisfaction.
• Intensity, focus, and determination to drive success.

Responsibilities

• 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.
• Serve as a technical resource to the team, supporting diagnosis and resolution of complex customer issues using instrument performance reports, field representative documentation, and diagnostic data.
• Coordinate problem resolution with factory engineering, customer service, and other personnel to expedite repairs.
• Identify and communicate recurring technical issues and trends affecting future design, production, service, and maintenance processes, and recommend modifications and feedback to prevent future problems.
• Ensure timely and accurate completion of team administrative and compliance requirements, including training, service reports, expense reporting, vehicle documentation, and other required records.
• Manage schedules, track service activities, assist with parts inventory management, and drive revenue objectives.

Benefits

• Variable annual bonus based on company, team, and/or individual performance results, in accordance with company policy.
• 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) and 10 paid holidays annually.
• Paid parental leave, including 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.
• Competitive 401(k) U.S. retirement savings plan.
• Employees’ Stock Purchase Plan offers eligible colleagues the opportunity to purchase company stock at a discount.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager