Field Service Manager, Lab Instruments
Thermo Fisher Scientific
full-time
Posted on:
Location Type: Remote
Location: Massachusetts • United States
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Salary
💰 $103,100 - $154,700 per year
About the role
- Manage a field service team to deliver excellent technical support while growing service business
- Manage a team of Field Service Engineers (FSEs) providing installation, maintenance, repairs, and customer support for sophisticated analytical and scientific instruments
- Combine technical leadership, people management, and strategic business development to ensure excellent customer experiences and meet organizational goals
- Help advance scientific service delivery by implementing effective solutions, optimizing team performance, and building strong customer relationships
- Support continuous improvement initiatives while maintaining the highest standards of quality and safety
- Collaborate with sales, technical support, and other stakeholders to develop and execute service strategies that grow revenue and enhance customer satisfaction
Requirements
- Advanced degree plus 6+ years of experience, or bachelor's degree plus 8+ years of experience in technical service experience in analytical instruments, laboratory equipment, or related industry
- 3+ years proven people management experience leading field service teams
- Strong technical aptitude with ability to understand complex analytical instrumentation
- Preferred Fields of Study: Engineering, Sciences, Business or related field
- Additional certifications in service management or process improvement methodologies beneficial
- Excellence in customer relationship management and problem resolution
- Demonstrated success growing business and achieving revenue targets
- Proven experience implementing service strategies and operational improvements
- Demonstrated ability to coach, develop and support field service teams
- Strong project management and organizational skills
- Proficiency with CRM systems, Microsoft Office suite and service management tools
- Strong written and verbal communication skills
- Ability to travel up to 75% within assigned territory
- Valid driver's license and clean driving record required
- Multilingual skills valuable for international roles
- Experience with regulated environments (GMP/GLP) preferred
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, and 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical service experienceanalytical instrumentslaboratory equipmentservice strategiesoperational improvementsproject managementprocess improvement methodologiescustomer relationship managementproblem resolutionmultilingual skills
Soft Skills
people managementtechnical aptitudecoachingdevelopmentsupportorganizational skillscommunication skillscustomer satisfactionteam performance optimizationstrategic business development
Certifications
advanced degreebachelor's degreecertifications in service management