Technical Support Manager at Thermo Fisher Scientific in Tewksbury, Massachusetts

Job Description:

Work Schedule

Standard (Mon-Fri)



Environmental Conditions

Office



Job Description




Position Summary:



The role involves developing systems, processes, tools, and structure to provide excellent technical support to end users, partners, and internal team members. The leader will coordinate the creation, implementation, and delivery of solutions for global technical service personnel. Additionally, they'll assess and identify new digital technologies to enhance instrument uptime and customer experience.



Responsibilities:

• Build and implement effective technical support strategies for all service-related employees and channel partners who provide aftermarket services.
  
  


• Lead and direct a team to provide global product support for all FSI products.
  
  


• Monitor key process indicators of customer happiness to ensure an impeccable customer experience.
  
  


• Produce standard operating procedures, performance metrics, and feedback mechanisms for the support engineers.
  
  


• Develop and implement incident management procedures for after-shipment events.
  
  


• Ensure that our capabilities are aligned with customer demands, including differences in product mix, regions, languages, and time zones.
  
  


• Lead efforts to ensure product and technical support, customer service, and field service readiness while improving participation in the product development process.
  
  


• Develop and manage operational budgets and arguments to support investment requests.
  
  


• Drive the Customer Allegiance initiatives rigorously.
  
  

• Bachelor Degree.
  
  


• Ability to diagnose and troubleshoot technical issues.
  
  


• Excellent problem-solving and communication skills.
  
  


• 10+ years experience developing and implementing training and technical support programs, preferably with a global reach within a product/field services business architecture.
  
  


• Ability to present and influence at an executive level and build positive relationships across multiple layers in the organization.
  
  


• Proficient with MS Office Suite and eLearning systems.
  
  

• Experience delivering technical support and training.
  
  


• Has worked in a service environment and possesses in-depth knowledge of customer service, field service, depot repair, and technical service.
  
  


• A strong focus and passion for delivering outstanding customer service.
  
  


• The ability to plan, coordinate, and prioritize multiple and simultaneous projects, issues, and activities.
  
  


• Familiarity with remote desktop applications and help desk software (e.g., Zendesk).
  
  

• Ability to travel domestically and internationally; Less than 25% annually.