Field Service Supervisor & Coordinator, EMEA (Remote)
When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, and you’ll be valued and recognized for your performance. With hardworking managers and encouraging coworkers to support you, you’ll find the resources and chances to create significant contributions to the world.
Who we are
The Chemical Analysis Division (CAD) provides a diverse mix of analytical instruments and associated services to a broad range of end user markets including Safety & Security, Environmental, Food Safety, Energy, Mining, Life Science Manufacturing and Recycling. Our instruments are used in challenging environments where customers rely on robustness, reliability and ease of use. CAD is a complex division with a global footprint, broad product portfolio and diverse customer base.
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The Production Process & Analytics (PPA) business is a part of CAD. PPA has over 700 employees globally with historical revenues in excess of $200 million dollars.Who we are looking for?
Within our EMEA Production Process and Analytics Business Unit we are looking for motivated Field Service Supervisor & Coordinator for Thickness and Basis Weight Measurement product line (Web link: www.thermofisher.com/gauging), and if required, extending to other product lines and/or applications.
It is Remote / Home Office based position with regular travels across EMEA region.
The successful candidate will be responsible for day to day management and service coordination of dedicated service team of field engineers, support and guide the team to meet customers and region objectives.
Impact you will make!
The Field Service Supervisor & Coordinator will work as a key member of the service group, will supervise and mentor group of field engineers.
You will lead field team to deliver operational excellence, customer satisfaction, service delivery and revenue growth across the PPA Gauging portfolio in EMEA region.
The candidate should have science or business education and experience. Important part of the role will be to drive processes and daily team management.
The person will have strong management, communication, analytical skills and the ability to collaborate across various multifunctional teams.
This role will report directly to the EMEA Gauging Service Manager of the PPA business unit.
What you will do
- Supervise gauging field service team to achieve customer and operational excellence by delivering world class service, leading key operational service metrics and driving continuous improvement.
- Responsible for complete process of field service coordination, resource allocation, scheduling and delivery, supervision and professional development of field service engineering team.
- Drive high level of customer satisfaction, service delivery, revenue growth and profitability goals by focusing on market opportunities, key accounts, efficiency and ensuring forecast accuracy.
- Promote culture of growth and development centered on optimizing customer experience.
- Partner with equipment and services commercial teams to support service strategies and relationships with key accounts, promote solutions across the entire portfolio and offerings.
- Work closely with Service, Operations, R&D, Marketing and Sales on solving service related issues, new product / service introductions and lifecycle management.
- Conduct performance reviews of direct reports and monitor quality of work delivered by field service engineering team. Provide recommendations and/or countermeasures when necessary.
- Collect and analyze findings to determine source of problem/s. Recommend and drive required corrective action/s and/or improvements.
- Communication link between customer and the company to ensure effective and smooth service delivery; collect customer feedback and handle customer escalations.
- Prepare field service related quotes and process customer orders, issue service orders and track progress through to invoicing.
- Ensure that all service activities are recorded in CRM system (Salesforce.com). Use the tool to measure and review field service related metrics and KPIs.
- Other duties and possible extension of business responsibilities as the need arises.
How you will get here
- At least 3 years of service related supervisory or management experience (preferably within material science and/or process engineering markets and industries).
- Bachelor’s (or higher) degree, preferable in business or science/engineering, or equivalent work experience
- English and German language proficiency at native level (writtena nd oral)
- Excellent organizational and customer communication skills, working across all levels, functions and regions, with ability to influence at all levels within the organization and lead in a highly matrixed, multi-culture environment.
- A dynamic, high energy supervisor with a track record as an effective communicator who uses collaborative approach to problem solving.
- Results oriented, metrics driven with a root cause, permanent fix and continuous improvement approach and self-motivation.
- Solid knowledge of forecasting, service cost drivers and budget principles or related experience.
- Strong analytical skills to support decision making processes.
- Very good working knowledge of MS Office, especially Excel, Power Point and Outlook.
- Ability to travel across EMEA region and to our factory in Erlangen, Germany (approximately 10 days each month)
What we offer!
- Job with an innovative, forward-looking employer.
- Outstanding development and career prospects in a globally growing company.
- A culture based on integrity, dedication and innovation.
- Excellent training opportunities; attractive, comprehensive remuneration package and company benefits.
Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.
Apply today!
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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