Field Service Supervisor

Job Title: Materials Science Field Service Supervisor Europe West UK North(MSD)

Reports to: Field Service Manager Europe West (MSD)

Region: Europe West (UK & Eire)

When you’re part of Thermo Fisher Scientific, you’ll do challenging work and be part of a

team that values performance, quality and innovation. As part of a successful, growing

global organization you will be encouraged to perform at your best. With revenues of

$20 billion and the largest investment in R&D in the industry, we give our people the

resources and opportunities to make significant contributions to the world.

Role Summary

You will lead a highly responsive, well trained, cost effective national Field Service Team

to help us support and differentiate our products in the MSD Life Science

marketplace. This role will have a responsibility for direct reports.

As a supervisor within MSD you are required to provide strong management and

leadership to your direct reports with respect to managing, leading, organising,

directing, planning, controlling and coordinating all service activities for the related

products under your control. You are responsible for delivering the required services to

all customers to achieve the targets in CAS and respective KPI’s.

You will be responsible for the daily management of the Life Science field service team, including customer visits, escalation process management, implementation of organisational policies and initiatives, coordination of team activities and support individual development plans for field service engineers.

Close interaction with the Service Management team, SSOC, Sales teams and GTS is

required to ensure targets are met and new opportunities are communicated and

managed.

Manage team meetings and participate in local and regional stakeholder meetings as

applicable to ensure alignment.

Have direct relationship with key customer contact points and taking ownership of all

aspects of customer satisfaction.

Always ensure highest professional relationship with our customer base to achieve

customer loyalty and escalate issues if necessary, to solve critical tasks in the fastest way

possible. Follow our ethical business conduct guidance.

Responsibilities

• Perform field service activities, including preventive maintenance and minor system repairs for a defined and limited workload
• Solving a broad range of hardware and/or software problems of varying scope and limited complexity
• Achieve the highest level of CAS by supporting the Field Service Manager
• Responsible for the daily management of the Life Science field service team
• Support managers by empowering the team to meet and exceed core KPIs and

financial targets

• Act as key ‘go to’ person in your team and region
• Manage customer complaints and escalations
• Ensure highest productivity of team
• Onboarding/offboarding processes
• Lead the PMD process for direct reports
• Assist the Field Service Manager in the hiring process
• Manage team annual leave
• Ensure development plans are current for all direct reports
• Act as Site Support Services regional expert (Site Survey)
• Installation planning of the complete process for new installations and system moves
• Provide support to SSOC during contract renewals and negotiations
• Drive Escalation Management for calls where TA form is submitted
• Ensure all Health and Safety practices are adhered to
• Providing accurate Risk Assessments and Method Statements when requested

Minimum Requirements

• Professional background in Electronics/Physics/Engineering or related subjects
• Service experience within the ThermoFisher Service Organisation
• Strong leadership and management skills
• Good product knowledge of MSD products
• Excellent verbal and written communication skills, ability to work across all

levels, functions and regions

• Demonstrated organisational skills with the ability to handle multiple tasks with

different priorities

• Excellent inter-personal, self-motivational and negotiating skills
• Willingness to travel mainly within United Kingdom. For meetings some

international travelling maybe required

• Proven technical experience in a service-related role

This job description does not describe all the duties, tasks and responsibilities which

need to be performed in the function. Any other job-related instructions, duties, tasks

or responsibilities which are requested by the manager are required to follow.

At Thermo Fisher Scientific, each one of our 70,000 extraordinary minds have a unique

story to tell. Join us and contribute to our singular mission—enabling our customers to

make the world healthier, cleaner and safer.