Regional Service Manager - Field Service & Customer Support

Regional Service Manager

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

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.

DESCRIPTION:
As a Field Service Supervisor at Thermo Fisher Scientific, you will guide and support a team of skilled field service engineers while ensuring exceptional service delivery to our customers. This role combines leadership with technical expertise, promoting operational excellence and customer satisfaction. You will coordinate service activities, manage team performance, and maintain strong relationships with customers and internal stakeholders. You'll contribute to meaningful impact by enabling our customers to make the world healthier, cleaner, and safer.

REQUIREMENTS:

• To manage regional Service team of Analytical instruments XRF/OES.
• To lead the regional team proactively delivering excellent input at all stage client services, from client administration, project planning and implementation, execution, and project completion, with effective manner for timeline/budget adherence and quality of services.
• Generating Service Revenue – Responsible to achieve or exceed the plan by selling service contracts & spare parts to assigned region and its sites. Renewal and upkeep of contracts.
• To actively contribute to the allegiance of existing clients and improve CAS and generation of new business with measurable results in the assigned region with assigned service team.
• To track and monitor, assigned service team’s KPI and should take ownership to improve towards the target.
• To ensure that all processes are aligned with existing policies and to ensure all HR compliances and deadlines are followed by team.
• Strong communication and interpersonal skills for both technical and non-technical audiences
• Proven ability to develop and support team members, to lead & develop team FSE’s for upgraded individuals and for role of a leader.
• To develop successor and make a development plan & coach him in line of organizations’ future requirements.
• Individuals must possess strong control and process application knowledge especially in Cement/Steel/Process industries. 
• Apply logical, analytical & technical diagnostic skills to resolve problems quickly. Root cause analysis with analytical skill.
• Inter personnel skills, soft-spoken, can handle customers’ critical issues.
• Partnership supports multi-functional teams in achieving business objectives.
• Proficient with service management software, and Microsoft Office suite
• Education: Bachelor’s degree in Mechanical, Electrical, Electronics or Instrumentation field.
• Years of Experience: > 10 yrs working experience, among which at least 5 yrs customer services management experience. 2+ years of supervisory or leadership experience managing technical teams
• Knowledge & Hands On experience: XRF/OES with hands on experience in relevant Industries & Processes.
• Multilingual skills may be required depending on location
• Competency: Leadership skills, building effective & High performing team, interpersonal commination skills, problem solving attitude, conflict management, Empathetic towards people, customer focus, and must possess Influence without authority. Handling difficult situation & Ownership.

Experience Level

Mid Level