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East Region Supervisor, Field Service

Company: Thermo Fisher Scientific
Location: Newark
Posted on: February 15, 2020

Job Description:

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $25 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them. Our global team of more than 75,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services and Patheon. For more information, please visit .Position Summary: Manage the East Region Field Service team in assuring timely repairs, preventative maintenance, and installations of the Phadia Laboratory Systems for customers all in accordance to FDA QSR compliance, and GLP/GMP Regulations and Guidelines. Managing the team's professional and personal development to ensure success for the individual, team, and organization. Monitoring Key Performance Indicators (KPIs) to measure performance and ensures compliance with customer service agreements.Key Responsibilities:

  • Manage a highly-responsive, well-trained, and cost-effective Field Service team to support and differentiate our products and service from our competitors.
  • Provide the necessary feedback from the field for instrumentation, spare parts, and trends to assist the decisions and growth of the Service organization.
  • Assist in the establishment, maintenance, and implementation of Standard Operating Procedures and Work Instructions for all aspects of Service Operations.
  • Manage the Regional FSE spare parts and Customer cabinet inventories. Ensuring FSEs return all inventory within an appropriate timeframe to achieve inventory cost goals and expectations.
  • Strive to deliver exceptional customer experience and create long term customer loyalty to support our Customer Allegiance Score (CAS).
  • Provide leadership for on-site service and repair of highly complex and fully integrated diagnostic automation systems used in hospitals and private laboratories within the Region.
  • Ability to perform repairs, maintenance, and upgrades or to assist in the performance of maintenance and PM with the Regional FSE.
  • Build and manage team metrics such as timely repairs, and customer satisfaction.
  • Manage the escalation of critical, complicated service calls and provide expertise to resolve the issue.
  • Build closer relationship and collaboration with Sales Account Executives within Region and supporting both pre and post-sales activities.Minimum Requirements/Qualifications:
    • Bachelor of Science (BS) Degree, Engineering field preferred or equivalent work experience with proven leadership skills.
    • Previous proven service management experience a plus.
    • Experience with Service Management Systems (ServiceMax or similar).
    • Customer Service system (satisfaction) exposure / experience.
    • Self-starter with excellent communication skills and ability to work in a fast-paced environment and possess good technical presentation skills.
    • Possess the ability to multitask and be organized while managing.
    • The candidate must demonstrate good judgment in customer relations, be patient and able to work under pressure.
    • Proven ability to diagnose and resolve problems on sophisticated electronic, mechanical instrumentation in a laboratory environment.
    • The applicant must be an analytical thinker with good engineering aptitude, as well as a professional work ethic.
    • Must be able to lift up to 75 pounds, push and pull equipment, and carry up to 50 pounds a distance of 100 feet.
    • Must be able to stand, bend, and/or kneel for up to two hours at a time.
    • Some exposure to biohazards is a possibility during instrument repair, as these instruments are used in biohazard environments and come in contact with human bodily fluids. Biohazard training, safety equipment and following SOPs will minimize the exposure.
    • Must possess a valid driver's license and pass an in-depth background check.
    • Ability to Travel up to 75% of the time.Other Job Requirements:
      • Adhere to OHS policies and procedures and ensure a safe and healthy workplace environmentLocations: This position is remote, located in New York or New Jersey.This position has not been approved for Relocation Assistance.At Thermo Fisher Scientific, each one of our 75,000 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. Apply today!

Keywords: Thermo Fisher Scientific, Newark , East Region Supervisor, Field Service, IT / Software / Systems , Newark, New Jersey

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