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Job ID :
43302BR
Location :
US - Washington D.C. - Remote / Field
:
Job Description
When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals.

Summary:
Unity Lab Services (ULS), a part of Thermo Fisher Scientific, provides integrated solutions, instrument, and enterprise services to our customers. This Field Service Engineer is responsible for managing all aspects of field service support and customer relationship management. The successful candidate will provide complete services on laboratory equipment (including, but not limited to: incubators, refrigeration, ultra-low freezers, including installation, repairs, preventative maintenance, and instrument qualifications, as well as training end-users on equipment operation. Our ideal candidate will possess technical expertise in electronics and refrigeration, and be customer oriented, an advocate for Thermo Fisher Scientific in customer laboratories, and be eager to drive growth.


Responsibilities
  • Manage and direct the activities of all service employees within the assigned region
  • Meet and exceed the regional revenue budget
  • Ensure that Thermo Fisher Scientific customer satisfaction (CAS) objectives are met or exceeded
  • Develop and implement regional metrics for effectiveness of the current processes
  • Implement all service policies and procedures with regard to resource management, account maintenance, sales support and service operations
  • Resolve customer hot account situations with timely and efficient use of resources including local sales support (i.e., managers and reps) and all of the available Thermo Fisher Scientific resources such as product/technical support, applications, marketing and engineering
  • Ensure accuracy of Thermo Fisher Scientific customer database, customer billing information and reliability statistics
  • Establish and implement regional business plans on an annual basis
  • Manage the selection, hiring, and training of new service employees
  • Develop and manage subordinates careers for future growth via knowledge, skills, and development plans
  • Manage service quality at designated accounts
  • In conjunction with the service and product sales representatives, drive effective regional strategies to expand product and service sales
  • Lead/participate in PPI project teams as identified to improve business & regional performance
  • Other miscellaneous duties as assigned
  • Responsible for installed customer base; with focus on growth
  • Manage up to 25 direct reports
  • Manage regional revenue and expense budgets
  • Manage inventory levels on a monthly basis
  • Authorizes departmental expenses up to signature authority matrix
Minimum Requirements:
  • 3-5 years successful field service supervision, leadership, or related experience (supervision of people in remote locations.)
  • 3-5 years field service experience or equivalent
  • 4 year BS, BA degree or equivalent
  • Must be available to travel overnight up to 50% within the territory or other areas as required
Preferred Qualifications:
  • 5-7 years supervision of field employees
  • Broad equipment experience within laboratory product portfolio, including, but not limited to: cold storage, centrifugation, incubation, etc. (Thermo Fisher Scientific or related equipment)
Knowledge, Skills, and Abilities necessary to perform essential functions:
  • Logical thought process
  • Successfully manage regional training function and needs
  • Proven ability to work/understand corporate culture
  • Exceptional administrative ability
  • Proven ability to manage department structure
  • Successfully manages subjective decision-making
  • Communication-verbal/written: clear, concise, and understandable
  • Proven ability to resolve conflict
  • Successfully developed and demonstrated coaching/counseling ability
  • Consistently follows up on items/tasks
  • Performs consistently under pressure
  • Demonstrated consistent decisiveness (independent action)
  • Developed broad business scope
  • Handles pressure/disappointment professionally
  • Works with other departments to identify and solve problems
  • Minimal direct supervision required
  • Proven/developed leadership ability/credibility
  • Customer/business-oriented (satisfaction.)
  • Detailed understanding of service
  • Demonstrate Thermo Fisher Scientific values – Integrity, Intensity, Innovation and Involvement
  • Demonstrated Role Model Leader Characteristics:
  • Embody Thermo Fisher 4-I values
    • Delight customers
    • Communicate openly and honestly
    • Focus on growth
    • Champion employee development
Location
The territory covers the Maryland, Delaware, Virginia and Washington, DC area, ideally based in the Washington, DC area with local and overnight travel required.


This position has not been approved for relocation.

At Thermo Fisher Scientific, each one of our 50,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.

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Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
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