Job Information
ThermoFisher Scientific Field Service Supervisor (Electron Microscopy) in Austin, Texas
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.
What will you do?
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
Minimum Qualifications:
This position is ideal for an expert or technical leader who wants to join an established team supporting customers usage of analytical instruments.
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
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.