Field Service Manager

🔥 0 minutes ago

⛰️ West Virginia – Remote

⛰️ West Virginia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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Thermo Fisher Scientific

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1956

🏥 Healthcare

📦 Logistics

🏭 Manufacturing

Healthcare • Logistics • Manufacturing

Thermo Fisher Scientific is the world leader in serving science, with annual revenue of more than $40 billion. Their mission is to enable customers to make the world healthier, cleaner, and safer by supporting life sciences research, solving complex analytical challenges, increasing laboratory productivity, and improving patient health through diagnostics and the development of life-changing therapies. With a global team, they offer innovative technologies and pharmaceutical services through brands such as Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon, and PPD.

📋 Description

• Lead, coach, and develop Field Service Engineers to achieve performance objectives • Establish performance expectations, provide feedback, and support professional development and career growth • Foster accountability, collaboration, continuous improvement, and customer-focused service delivery • Support recruitment, onboarding, technical training, and succession planning • Oversee installations, preventive maintenance, troubleshooting, repairs, and technical support for analytical instrumentation • Ensure timely resolution of customer technical issues through escalation management and technical guidance • Monitor response times, service completion, productivity, customer satisfaction, and service quality • Optimize resource allocation, scheduling, and service coverage • Ensure accurate documentation and compliance with procedures, quality standards, and safety requirements • Develop customer relationships and serve as an escalation point for complex service issues • Track and fulfill customer commitments and service contract entitlements • Collaborate with Sales, Technical Support, Applications, and other internal teams • Drive service performance through operational management, cost control, and revenue objectives • Expand service relationships, support contract renewals, and promote service offerings • Analyze service metrics, identify trends, and implement sustainable improvements • Improve service efficiency, engineer productivity, process consistency, and customer outcomes • Support organizational service strategies, business objectives, and operational best practices

🎯 Requirements

• Bachelor's degree in Engineering, Science, Business, or a related field, combined with a minimum of 5 years of relevant technical service experience in analytical instrumentation, laboratory equipment, or a related industry • Equivalent combinations of education, technical training, and relevant military experience may be considered • Minimum of 5 years of demonstrated people management experience, preferably leading field service teams in a technical or customer-facing environment • Proven experience managing service operations, developing technical teams, and driving operational performance • Demonstrated success supporting business growth, achieving revenue objectives, and managing service-related financial performance • Experience managing customer relationships, resolving escalated technical issues, and maintaining high levels of customer satisfaction • Proven ability to implement service strategies, improve operational processes, and drive measurable performance improvements • Strong technical aptitude with complex analytical instrumentation and technical problem-solving • Leadership, coaching, mentoring, and high-performing team development capabilities • Strong business acumen balancing customer needs, operational efficiency, and financial objectives • Customer relationship management, communication, negotiation, and problem-resolution skills • Organizational, analytical, and project management skills • Ability to interpret operational performance metrics and implement improvement initiatives • Proficiency with CRM platforms such as SAP Cloud for Service or Salesforce, Microsoft Office applications, and service management systems • Excellent written and verbal communication skills • Ability to work independently, make sound business decisions, and lead teams in a dynamic, customer-focused environment • Ability to travel up to 10% as business needs require • Valid driver's license and driving record meeting company requirements • Commitment to maintaining a safe working environment and complying with applicable safety policies and procedures

🏖️ Benefits

• Fully remote work arrangement • Standard Monday–Friday work schedule • Professional development and career growth support • Technical training and onboarding support

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