Supervisor, Service Support [Remote]

JOB DESCRIPTION

Work Schedule

Environmental Conditions

Job Description

Supervisor, Service Support

R-01349869

Site based role in Grand Island, NY or Carlsbad, CA

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.

How will you make an impact?

All of our employees share a common set of values - Integrity, Intensity, Innovation and Involvement. Our ability to grow year after year is driven by our ability to attract, develop and retain world-class people who will thrive in our environment and share in our desire to improve mankind by enabling our customers to make the world healthier, cleaner and safer.

Position Summary: Join our dynamic Global Service and Support organization as a Service Operations Supervisor. In this leadership role, you will guide and encourage a team of Service Support Representatives within the Global Services and Support organization. You will address customer issues, coordinate site resources, and provide valuable feedback to other departments.

What will you do?

• Lead, coach, and develop Service Support Representatives to drive high performance, engagement, accountability, and career growth. 
• Build and maintain a collaborative, high-performing team culture focused on continuous improvement and customer excellence. 
• Manage day-to-day service support operations (quoting, billing, dispatch, customer support) to ensure efficiency and SLA compliance. 
• Use metrics, KPIs, and analytics to monitor performance, optimize productivity, and improve customer satisfaction. 
• Oversee workforce planning, including scheduling, workload distribution, and headcount alignment to support demand. 
• Manage full employee lifecycle activities including hiring, onboarding, training, performance management, recognition, and disciplinary actions. 
• Establish clear goals, communicate business priorities, and lead performance reviews to align team objectives with organizational strategy. 
• Ensure adherence to processes, standards, and training plans while maintaining operational consistency and quality. 
• Identify root causes of issues and implement process and system improvements to enhance service delivery and efficiency. 
• Partner cross-functionally with field service, sales, commercial operations, and global teams to improve workflows and customer experience. 
• Build strong relationships across regions and functions to leverage resources, share best practices, and ensure seamless operations. 
• Support business growth and profitability by optimizing service operations, improving customer outcomes, and enabling revenue generation.
  

How will you get here?

• Bachelors Degree required. BA/BS in a life sciences or business discipline.

• 2+ years experience in a leadership or managerial role preferred.

  Demonstrated leadership capability with the ability to manage change, support multiple teams, and respond to customer needs preferred.

• Strong problem-solving skills with the ability to anticipate issues, prioritize effectively, and execute to achieve results.

• Excellent interpersonal and communication skills, with the ability to engage effectively at all levels of the organization.

• Experience applying Practical Process Improvement (PPI), Lean, or similar continuous improvement methodologies.

• Knowledge of LSG instrumentation and applications preferred.

• Must be able to work on-site in the assigned office.

Knowledge, Skills, Abilities

• Strong problem-solving skills with the ability to navigate complex situations with limited standardization and multiple variables.

• Self-motivated and proactive, with the ability to work independently and manage competing priorities.

• Proficient in Microsoft Office and general business systems.

• Excellent written and verbal communication skills, with the ability to effectively engage diverse internal and external stakeholders.

• Collaborative team player with the ability to partner across functions, negotiate solutions, and build consensus.

• Customer-focused with awareness of market dynamics, trends, and competitive landscape.

• Adaptable and resilient, able to respond quickly to changing priorities and business needs.

• Demonstrates initiative, sound judgment, and a strong sense of urgency in driving results.

• Innovative and solutions-oriented, with a continuous improvement mindset and willingness to challenge the status quo.

• Builds strong relationships across teams and geographies, fostering collaboration and breaking down silos.

• Inclusive and culturally aware, valuing diverse perspectives to drive better outcomes.

Compensation and Benefits

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs

• Employee assistance and family support programs, including commuter benefits and tuition reimbursement

• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy

• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan

• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits, please visit: