Field Service Supervisor - Scientific Instrumentation | (K75)

Field Service Supervisor - Scientific Instrumentation | (K75)

11 feb
Importante grupo

11 feb

Importante grupo


Location: Scoresby

About Australia & New Zealand
Our growing team of 1200+ employees work together to deliver world-class science products and solutions to a wide range of key markets. With commercial, manufacturing and distribution sites scattered across Australia and New Zealand, including Melbourne, Brisbane, Sydney, Auckland, Adelaide, Newcastle, and Perth. Our scope covers life sciences, specialty diagnostics, food, dairy & beverage, environmental & industrial, healthcare and analytical instruments including commercial, customer service, technical service, supply chain, finance and operations.

How will you make an impact?

From working closely with the Field Service Manager to lead and develop a team of highly specialized Field Service Engineers to effectively support customers and exceed operating plans.
The Field Service Supervisor utilizes education, product knowledge and experience gained in the industry and leverages this through a team of sub-ordinate Field Service Engineers.

What will you do?

Drive customer allegiance through excellent customer relations and consistently meeting or exceeding customer expectations.

Deliver unparalleled customer value through effective communication, problem resolution and high quality of service.

Enable service effectiveness through staff development, mentoring, training, policy and process management.

Manage, coach and develop a team of highly specialised Electron Microscopy Field Service Engineers.

Develop and execute an effective training and development plan to ensure high quality personnel are trained and effectively utilized geographically within the organization.

Work with Service Operations staff to effectively manage field service activities and ensuring compliance with administration requirements to support the business.

Manage and ensure Field Service Engineer work schedules are aligned with customer SLAs and company KPI’s.

Manage service costs through efficient labour utilisation, spare parts consumption, travel cost control, effective allocation of technical resources and escalation protocol compliance.

Review Field Service and Preventative Maintenance reports to ensure delivered services meet company quality and compliance standards.

Ensure all customer SLA commitments are met including Response to Commit, Time to Fix and PM compliance.

Ensure all MSD EM KPI’s are maintained as required by divisional and local management directives.

Conduct regular meetings with team to manage call planning, scheduling and optimise team effectiveness.

Plan, manage and allocate equipment installation activity.

Manage technical escalation process, working with Global Technical Support to resolve on-going technical issues effectively and efficiently.

How will you get here?

Formal qualification or degree in electronics, mechanical, or relevant engineering discipline preferred.

Accreditation / certificate / or diploma in Business Administrations or similar discipline preferred.


5+ years of relevant professional experience in Scientific Instrumentation service preferably Electron Microscopy.

Senior engineering and leadership experience is preferred.

Knowledge, Skills, Abilities

Ability to handle multiple projects simultaneously, set priorities and consistently meet deadlines.

Financial acumen, ability to understand the implications of decisions on revenue, costs and margins.

Ability to coach, mentor, and strengthen the team and the willingness to hold team members accountable in cases of ongoing deficiencies.

Strong organizational, analytical, process and communication skills.

Process oriented and committed to continuous improvements.

Ability to work collaboratively with all levels of the organization.

What’s in it for you?

Access to Thermo Fisher’s global University and on the job training.

Employee recognition programs.

Career advancement opportunities as part of a leading global organisation.

Being a part of a diverse and engaging work culture.

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