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Supervisor, Field Service

extra holidays - extra parental leave

Remote:

Full Remote

Contract:

Full time

Experience:

Senior (5-10 years)

Work from:

India

Offer summary

Qualifications:

Degree in Instrumentation/Electronics or equivalent, AERB certification in Radiation Safety, 5-10 years of experience in service and troubleshooting, Proficiency in Windows OS and communication protocols, Strong written and oral communication skills in Hindi and English.

Key responsabilities:

Lead the Technical Support team for CAD services
Oversee tech support services including training and critical support
Develop SOPs and improve service performance
Provide remote support to customers and FSEs
Enhance customer service experience and manage compliance with safety laws

Thermo Fisher Scientific Large https://www.thermofisher.com/

10001 Employees

HQ: Waltham

See more Thermo Fisher Scientific offers

Job description

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office, Will work with hazardous/toxic materials

Key Responsibilities:

Lead the Technical Support function/team for CAD (PPA & FSI) Services customers in India & South Asia.
Oversee tech support services, including training, service contracts, and critical breakdown support, ensuring flawless execution within timelines and budgets.
Develop and validate an exceptional tech support function.
Provide remote support for customers and internal Field Service Engineers (FSEs).
Enhance the training and skill matrix of all FSEs.
Develop Technical SOPs , PM Checklists & contract performance improvement programs to enhance fixing abilities.
Resolve critical breakdowns and improve First-Time Fix (FTF) percentages.
Maintain & serve customer service contracts and perform PM visits as primary FSE.
Improve Overall Customer Acceptance (OCA) percentages across PPA product lines and generate new business with measurable results.
Build PPI projects to enhance customer service exeprince & Corrective Measures (RCCMs) for complex issues.
Collaborate with global tech support teams for user documentation, write-ups, and training.
Log recurring issues and involve the Product Management Team.
Establish and maintain logbooks for equipment under contract.
Handle radioactive and X-ray sources, ensuring compliance with safety laws.
Lead and develop training programs, including cross-training team members across functions.
Exhibit excellent interpersonal skills, handle critical customer issues effectively.
Apply logical, analytical, and technical diagnostic skills to swiftly resolve problems and perform root cause analysis.
Demonstrate strong control and process application knowledge, particularly in metal processing, web printing, plastic, float glass, and rubber industries.
Coordinate and communicate all relevant activities to ensure process effectiveness and service quality.
Exhibit proven leadership and people management skills to build a team ready for new challenges and business growth.
Ensure compliance with safety laws while servicing Nucleonic Gauges.

Minimum Requirements/Qualifications:

Seeking candidates with a degree in Instrumentation/Electronics or equivalent, AERB certification in "Radiation Safety Aspects of Nucleonic Gauges," and 5-10 years of experience in fixing, maintaining, servicing, and solving issues with NG.
Experience handling isotopes, lasers, neutron generators, and X-ray sources.
Proficiency in Windows Operating System and communication protocols (Serial RS232/485/422, TCP/IP, PROFIBUS, Profinet, OPC, Modbus).
Strong written and oral communication skills in Hindi and English.
Process knowledge in cold, hot, plate rolling mills, galvanizing, galvalume, galvaneal coating, paint coating, cement, coal, and minerals plants.
Familiarity with measurement principles such as transmission, backscatter, and fluorescence.
Customer-centric approach and willingness to travel.
Hands-on experience with mechanical adjustments and alignment of the Thermo Fisher frame.