Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Able to lift 40 lbs. without assistance, Laboratory Setting, Loud Noises (Equipment/Machinery), Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)
Job Description
About Thermo Fisher Scientific
As part of the Thermo Fisher Scientific team, you'll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world's toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.
Job Description
We are seeking an experienced and motivated Field Service Manager to lead a team of Field Service Engineers supporting bulk elemental analysis instrumentation utilizing optical emission spectroscopy (OES) and X-ray technologies, including X-ray fluorescence (XRF). This position offers an exciting opportunity for a technically accomplished leader who is passionate about developing people, delivering exceptional customer experiences, and driving operational excellence. The successful candidate will combine strong technical aptitude with effective people leadership, business acumen, and a continuous improvement mindset to ensure the successful delivery of field service operations. As a Field Service Manager, you will be responsible for developing and supporting a high-performing service team, ensuring instrument reliability, maintaining service contract commitments, and building lasting customer relationships. Your leadership will directly contribute to customer success across critical industries, including metals, mining, cement, and other industrial applications.
Key Responsibilities
Team Leadership and Development
Lead, coach, and develop a team of Field Service Engineers to achieve individual, team, and organizational performance objectives.
Establish clear performance expectations, provide regular feedback, and support professional development and career growth.
Foster a culture of accountability, collaboration, continuous improvement, and customer-focused service delivery.
Support recruitment, onboarding, technical training, and succession planning to maintain a highly capable field service organization.
Service Operations and Technical Support
Oversee field service activities, including installations, preventive maintenance, troubleshooting, repairs, and technical support for complex analytical instrumentation.
Ensure timely and effective resolution of customer technical issues, providing escalation management and technical guidance when necessary.
Monitor service performance indicators, including response times, service completion, productivity, customer satisfaction, and service quality.
Optimize resource allocation, scheduling, and service coverage to meet customer needs and operational objectives.
Ensure service activities are accurately documented and performed in accordance with established procedures, quality standards, and safety requirements.
Customer Experience and Relationship Management
Develop and maintain strong relationships with customers, serving as a trusted escalation point for complex service issues.
Ensure customer commitments and service contract entitlements are understood, tracked, and consistently fulfilled.
Proactively identify opportunities to improve customer satisfaction, instrument reliability, and overall service experience.
Collaborate with Sales, Technical Support, Applications, and other internal teams to deliver effective solutions and strengthen customer partnerships.
Business Performance and Continuous Improvement
Drive service business performance through effective operational management, cost…