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Thermo Fisher Scientific

Makes lab instruments, reagents and supplies

Field Service Engineer Supervisor - Field Service

Equipment Field ServiceConfirmed live in the last 24 hours
Full-timeHiroshima, JapanNo salary listed

About the Job

Requirements

  • Experience as a people manager with direct reports; experience managing even one or two people is welcomed.
  • Experience setting goals, conducting personnel evaluations and appraisals, and developing direct reports.
  • Experience in B2B technical services, field service, engineering, or a similar area.
  • A technical background sufficient to discuss technical matters with engineers.
  • Ability to communicate and coordinate with customers and internal stakeholders.
  • Comfort communicating in English with overseas engineers and global teams.
  • Ability to travel to western Japan, with approximately 10 or more travel days per month as a guideline.

Responsibilities

  • Manage the team's service operations and oversee Field Service Engineers' daily activities, including case progress, quality, revenue, key performance indicators, and people development.
  • Meet the team's time-and-materials revenue, related sales, and key performance indicator targets.
  • Manage daily case progress, priorities, staffing, and stalled cases.
  • Serve as the first point of contact for technical, customer, and operational escalations from Field Service Engineers.
  • Oversee Field Service Engineers' work quality, reporting quality, customer explanations, and case closure.
  • Enter work logs and daily reports into the service management platform; manage service-ticket updates, customer satisfaction survey invitations, quote opportunity creation, and the quality of these operations.
  • Prevent and correct repeat visits, parts shortages, schedule delays, and quality defects.
  • Provide technical guidance and on-site support to Field Service Engineers; train new hires; plan and deliver annual team training.
  • Manage the team's skill map.
  • Coordinate with the service sales team responsible for maintenance contracts and with the sales team.
  • Report problematic cases, staffing issues, and budget gaps to the manager, and propose improvements.
  • Provide limited field engineering support when needed.
  • Serve as the point of contact for requests for engineer-resource assistance from within Japan and overseas.
  • Manage attendance and timekeeping.

Desired Qualifications

  • Experience working with advanced B2B equipment or instruments, such as semiconductor manufacturing equipment, analytical or research instruments, electron microscopes, measurement instruments, life-science equipment, medical devices, or other complex industrial or precision equipment. Electron microscope experience is not required.
  • Experience understanding field service operations for complex equipment and developing and managing engineers; relevant field service management experience is valued more than experience with a specific product.

About the Company

Thermo Fisher Scientific

Makes lab instruments, reagents and supplies

Thermo Fisher Scientific makes and sells the instruments, chemicals, consumables and lab services that drug companies, hospitals, universities and industrial labs use for research, testing and production. Its products cover work from gene sequencing and protein analysis to diagnostic tests and lab freezers, and its distribution arm ships supplies to labs worldwide. Drug developers also hire it to run clinical trials and to manufacture medicines under contract. It earns money from consumables that labs buy again and again, along with instrument sales, service contracts and outsourcing fees. The company traces its roots to Thermo Electron, founded in 1956, which merged with Fisher Scientific in 2006, and it is based in Waltham, Massachusetts.

Company size
10,001+
Company stage
IPO
Headquarters
Waltham, MA
Founded
1956

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