Field Service Supervisor (Electron Microscopy)

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Able to lift 40 lbs. without assistance, Cleanroom: no hair products, jewelry, makeup, nail polish, perfume, exposed piercings, facial hair etc... allowed, Loud Noises (Equipment/Machinery), Rapid flashing lights, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.), Various outside weather conditions, Will work with hazardous/toxic materials

Job Description

How will you make an impact?

The Field Service Engineering Supervisor for the Materials and Structural Analysis Division (MSD) of Thermo Fisher Scientific coordinates daily activities for a team of service professionals in the performance of on-site installations, servicing, and repair of analytical equipment and systems. Engineers investigate and improve operational quality of system equipment; guide customers in the operation and maintenance of the system; serve as company liaison with customers on administrative and technical matters for assigned projects; and conduct on-site installations across the full range of electron microscopy and analysis systems and their associated options.

• Lead assigned field service engineers to ensure customers' issues are resolved as quickly as possible.
• Meet tool uptime performance expectations where required
• Complete PM's on time per commitments
• Ensure blocking issues are accurately communicated and progress to closure expeditiously
• Work closely with your service team to meet call closure and administrative goals
• Meet contract/warranty committed response times for service calls
• Ensure continued development of engineers through instructor led and on the job training
• Average time of parts in field is 14 days from date of shipment measured to receipt in warehouse
• Ensure FSE's updating their call schedule in Q-Mobile or SSOC
• Complete and submit 90% FSRs within 48 hours of closing a call
• Conduct on-site installation of equipment and follow testing procedures to ensure equipment performs to specification

• Conduct on-site scheduled planned maintenance visits
• Support team members in finding root cause of issues and remedies
• Build and develop positive working relationships with customers, system users and internal personnel
• Travel, sometimes on short notice, to customer sites to resolve problems or support colleagues
• Timely service call administration
• Provide training for customers and users on system maintenance
• Share findings with product quality teams
• Provide appropriate input in writing updating and correcting various Thermo Fisher system documentation
• Apply problem solving methodologies to identify and isolate system problems
• Act as a subject matter authority and resource for training

• Requires a University degree or equivalent experience in electronics or electro-mechanical systems
• Requires approximately 10 years hands on technical experience installing, maintaining, repairing, and calibrating analysis instruments such as SEM, TEM, FIB or similar systems.
• A detailed understanding and experience with repairing ultra-high vacuum and high voltage systems.
• Ability to deal effectively with customers
• Must have a professional working proficiency in English
• Proven track record supporting sophisticated systems and subsystems down to component level
• Proficiency with MS Office