Lab Instruments Service Manager

Thermo Fisher Scientific • Waltham, MA

1d

About The Position

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer. DESCRIPTION: At Thermo Fisher Scientific, manage a field service team to deliver excellent technical support while growing service business. You'll manage a team of Field Service Engineers (FSEs) providing installation, maintenance, repairs, and customer support for sophisticated analytical and scientific instruments. This role combines technical leadership, people management, and strategic business development to ensure excellent customer experiences and meet organizational goals. Help advance scientific service delivery by implementing effective solutions, optimizing team performance, and building strong customer relationships. Support continuous improvement initiatives while maintaining the highest standards of quality and safety. Collaborate with sales, technical support, and other stakeholders to develop and execute service strategies that grow revenue and enhance customer satisfaction.

Requirements

• Advanced degree plus 6+ years of experience, or bachelor's degree plus 8+ years of experience in technical service experience in analytical instruments, laboratory equipment, or related industry
• 3+ years proven people management experience leading field service teams
• Strong technical aptitude with ability to understand complex analytical instrumentation
• Excellence in customer relationship management and problem resolution
• Demonstrated success growing business and achieving revenue targets
• Proven experience implementing service strategies and operational improvements
• Demonstrated ability to coach, develop and support field service teams
• Strong project management and organizational skills
• Proficiency with CRM systems, Microsoft Office suite and service management tools
• Strong written and verbal communication skills
• Ability to travel up to 75% within assigned territory
• Valid driver's license and clean driving record required

Nice To Haves

• Preferred Fields of Study: Engineering, Sciences, Business or related field
• Additional certifications in service management or process improvement methodologies beneficial
• Multilingual skills valuable for international roles
• Experience with regulated environments (GMP/GLP) preferred

Responsibilities

• Manage a field service team to deliver excellent technical support while growing service business.
• Manage a team of Field Service Engineers (FSEs) providing installation, maintenance, repairs, and customer support for sophisticated analytical and scientific instruments.
• Combine technical leadership, people management, and strategic business development to ensure excellent customer experiences and meet organizational goals.
• Advance scientific service delivery by implementing effective solutions, optimizing team performance, and building strong customer relationships.
• Support continuous improvement initiatives while maintaining the highest standards of quality and safety.
• Collaborate with sales, technical support, and other stakeholders to develop and execute service strategies that grow revenue and enhance customer satisfaction.

Benefits

• 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

What This Job Offers

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