Supervisor, Field Service - New England

Thermo Fisher Scientific • Cambridge, MA

2d • Remote

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. Our company offers a comprehensive range of lab services, support, and supply management in one place. Our outstanding people can customize solutions to meet business needs, whether they require service for one instrument or support for all lab needs. To deliver service solutions without boundaries, programs are offered for all instruments, equipment, and laboratory supplies, regardless of vendor. As a laboratory partner, Thermo Fisher Scientific provides researchers what they need, when they need it, to improve their ability to focus on science and drive innovation. Let our expertise complement yours. As a Field Service Supervisor, you will lead all aspects of field service support and customer relationship management while providing direct feedback and guidance to the team. You will collaborate across Service Teams to deliver technical expertise, strengthen customer relationships, and drive high-quality, efficient service outcomes.

Requirements

• BS or graduate degree in Sciences, Engineering, Electronics, or equivalent experience
• 5+ years of technical experience with complex scientific and laboratory instrumentation, including troubleshooting and repair
• Proven ability to facilitate, develop, and strengthen customer relationships and drive high levels of customer satisfaction
• Experience managing schedules, tracking service activities, assisting parts inventory management, and driving revenue objectives
• Serve as a technical resource to the team, supporting the diagnosis and resolution of complex customer issues using instrument performance reports, field representative documentation, and diagnostic data
• Demonstrated ability to coordinate problem resolution with factory engineering, customer service, and other personnel to expedite repairs
• Prior experience in identifying and communicating recurring technical issues and trends that affect future design, production, service, and maintenance processes, and recommend modifications and feedback to eliminate future problems
• Experience ensuring the timely and accurate completion of team administrative and compliance requirements, including training, service reports, expense reporting, vehicle documentation, and other required records
• 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 regional territory monthly
• Intensity, focus, and determination to drive success
• 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

Nice To Haves

• Prior experience in leading, managing, and developing a team of highly skilled engineers preferred

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

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
• 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: Mid Level