Job Description

The Mission

The Sales and Service Division (SSD) of THERMO FISHER SCIENTIFIC is charged with selling and servicing THERMO FISHER SCIENTIFIC products in geographical territories worldwide. The SSD Organization serves as the primary THERMO FISHER SCIENTIFIC contact to both potential customers and current customers alike, providing a range of value-added products and services and maintaining the highest levels of customer satisfaction.

The Position
The Field Service Supervisor works closely with the market divisions and the sales and service management team to ensure that the following key objectives are achieved:

• Strategies for effective global support are developed, agreed and executed
• Customer satisfaction is maintained at high levels when compared competitively
• Global resourcing levels are understood and achieved
• Appropriate service account management (site management) capabilities are established at each key site, together with required technical skills
• Service revenues and costs are in line with business plan/budgetary requirements
• Key reporting and metrics are set up and maintained for each key site and product
• Through the Technical Support group, push for product quality and reliability improvements as indicated by data derived from site activity
• Represent FEI company and service, as a manager when dealing with customers

The Requirements
The successful candidate will possess the following combination of education and experience:

• Typically a university degree is required and an advanced degree is preferred, or a combination of education and experience that demonstrate the required skills.
• Typically requires approximately 10 years of relevant professional experience within a related industry
• Experience leading service organizations within a medium-to-large scale company, providing support to equipment customers
• Exceptional verbal and written communication skills
• Experience with international customers essential
• Superior influencing and leadership skills
• Demonstrated ability to drive change within organizations
• Strong business management skills
• Ability to travel internationally and obtain a valid passport