Field Service Manager
Thermo Fisher
Summary
We are seeking an experienced and motivated Field Service Manager to lead a team of Field Service Engineers supporting bulk elemental analysis instrumentation utilizing optical emission spectroscopy (OES) and X-ray technologies, including X-ray fluorescence (XRF). This position offers an exciting opportunity for a technically accomplished leader who is passionate about developing people, delivering exceptional customer experiences, and driving operational excellence.
Job description
Key Responsibilities
Team Leadership and Development
- Lead, coach, and develop a team of Field Service Engineers to achieve individual, team, and organizational performance objectives.
- Establish clear performance expectations, provide regular feedback, and support professional development and career growth.
- Foster a culture of accountability, collaboration, continuous improvement, and customer-focused service delivery.
- Support recruitment, onboarding, technical training, and succession planning to maintain a highly capable field service organization.
Service Operations and Technical Support
- Oversee field service activities, including installations, preventive maintenance, troubleshooting, repairs, and technical support for complex analytical instrumentation.
- Ensure timely and effective resolution of customer technical issues, providing escalation management and technical guidance when necessary.
- Monitor service performance indicators, including response times, service completion, productivity, customer satisfaction, and service quality.
- Optimize resource allocation, scheduling, and service coverage to meet customer needs and operational objectives.
- Ensure service activities are accurately documented and performed in accordance with established procedures, quality standards, and safety requirements.
Customer Experience and Relationship Management
- Develop and maintain strong relationships with customers, serving as a trusted escalation point for complex service issues.
- Ensure customer commitments and service contract entitlements are understood, tracked, and consistently fulfilled.
- Proactively identify opportunities to improve customer satisfaction, instrument reliability, and overall service experience.
- Collaborate with Sales, Technical Support, Applications, and other internal teams to deliver effective solutions and strengthen customer partnerships.
Business Performance and Continuous Improvement
- Drive service business performance through effective operational management, cost control, and achievement of revenue objectives.
- Identify opportunities to expand service relationships, support contract renewals, and promote service offerings that deliver customer value.
- Analyze service performance metrics to identify trends, address operational challenges, and implement sustainable improvements.
- Lead initiatives to improve service efficiency, engineer productivity, process consistency, and customer outcomes.
- Support the implementation of 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.
Preferred Qualifications
- Experience supporting optical emission spectroscopy (OES), X-ray fluorescence (XRF), or other elemental analysis instrumentation.
- Familiarity with industrial analytical applications, particularly within metals, mining, cement, or related industries.
- Additional certifications or formal training in service management, project management, Lean, Six Sigma, or other continuous improvement methodologies.
- Experience managing geographically dispersed field service teams and supporting complex service contract portfolios.
Additional Requirements
- 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 promoting compliance with applicable safety policies and procedures.
Requirements
- Bachelor's degree in Engineering, Science, Business, or a related field
- Minimum of 5 years of relevant technical service experience in analytical instrumentation, laboratory equipment, or a related industry
- Minimum of 5 years of demonstrated people management experience
- 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
- Demonstrated leadership capabilities with coaching, mentoring, and developing high-performing teams
- Strong business acumen
- Excellent customer relationship management, communication, negotiation, and problem-resolution skills
- Strong organizational, analytical, and project management skills
- Proficiency with CRM platforms such as SAP Cloud for Service or Salesforce
- Proficiency with Microsoft Office applications and service management systems
- Excellent written and verbal communication skills
- Ability to work independently and make sound business decisions
- Ability to travel up to 10%
- Valid driver's license and driving record meeting company requirements
Company overview
Thermo Fisher Scientific is a global leader in serving science, with annual revenue of approximately $40 billion. The company provides a comprehensive portfolio of analytical instruments, equipment, reagents and consumables, software, and services for research, analysis, discovery, and diagnostics. Their mission is to enable customers to make the world healthier, cleaner, and safer by accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies, and increasing laboratory productivity. Thermo Fisher serves pharmaceutical and biotech companies, hospitals and clinical diagnostic labs, universities, research institutions, and government agencies worldwide. The company operates through four business segments: Life Sciences Solutions, Analytical Instruments, Specialty Diagnostics, and Laboratory Products and Services.