Field Service Supervisor (LCMS) - MD/DC

Thermo Fisher Scientific • Rockville, MD

2d • $83,300 - $115,000 • 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 strong relationships with customers and internal stakeholders. The role primarily supports the Maryland/DC area and is remote, with 50% travel within the assigned territory. Relocation assistance is not provided.

Requirements

• BS or graduate degree in Sciences, Engineering, Electronics, or equivalent experience.
• Proven ability to facilitate, develop, and strengthen customer relationships and drive high levels of customer satisfaction.
• Strong communication skills between the customer and the company to help ensure effective service is provided.
• Ability to work outside regular business hours and/or on-call work.
• 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.
• 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.
• Manage schedules, track service activities, assist with parts inventory management, and drive revenue objectives.
• 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 eliminate 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.

Benefits

• 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 of paid time off (PTO) and 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.
• Competitive 401(k) U.S. retirement savings plan.
• Employees’ Stock Purchase Plan (ESPP), offering eligible colleagues the opportunity to purchase company stock at a discount.
• May be eligible for a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy.

What This Job Offers

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