Field Service Supervisor (LCMS) - MD/DC
Thermo Fisher Scientific
Summary
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 our customers. This role combines leadership with technical expertise, promoting operational excellence and customer satisfaction. You will coordinate service activities, manage team performance, and maintain strong relationships with customers and internal stakeholders.
Job description
Discover Impactful Work
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 our customers. This role combines leadership with technical expertise, promoting operational excellence and customer satisfaction. You will coordinate service activities, manage team performance, and maintain strong relationships with customers and internal stakeholders.
Location
This is a remote role primarily supporting the Maryland/DC area and will require 50% travel within assigned territory. Relocation assistance is not provided.
A Day in the Life
- 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
Keys to Success
Education
BS or graduate degree in Sciences, Engineering, Electronics, or equivalent experience
Experience
- Prior experience in leading, managing, and developing a team of highly skilled engineers preferred
- 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
Skills & Abilities
- 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
Other
- 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
- This role requires regular access to government customer sites. The successful candidate must be able to meet applicable customer and site-specific identification, screening, and security access requirements.
Requirements
- BS or graduate degree in Sciences, Engineering, Electronics, or equivalent experience
- Prior experience in leading, managing, and developing a team of highly skilled engineers preferred
- 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
- 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
- Experience ensuring the timely and accurate completion of team administrative and compliance requirements
- Strong communication skills between the customer and the company
- 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
- This role requires regular access to government customer sites and must meet applicable customer and site-specific identification, screening, and security access requirements
Benefits
- Medical, Dental & Vision
- Health Incentive Programs
- Employee Assistance Program
- Family Support Programs
- Commuter Benefits
- Tuition Reimbursement
- Paid Time Off
- Paid Holidays
- Paid Parental Leave
- Accident Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- 401(k) Retirement Plan
- Employee Stock Purchase Plan
Company overview
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. The company's mission is to enable customers to make the world healthier, cleaner, and safer. With over 100,000 employees globally, Thermo Fisher provides an unrivaled combination of innovative technologies, purchasing convenience, and pharmaceutical services through its industry-leading brands including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon, and PPD. The company serves customers across healthcare, life sciences, applied markets, and pharmaceutical sectors, offering solutions that accelerate research, solve complex analytical challenges, improve patient diagnostics, and increase laboratory productivity. Headquartered in Waltham, Massachusetts, Thermo Fisher operates globally, delivering critical scientific products, services, and workflow solutions that support researchers, organizations, and companies in addressing some of the world's most pressing issues.