Technical Support Manager at Thermo Fisher Scientific in Tewksbury, Massachusetts

Job Description:

Work Schedule

Standard (Mon-Fri)



Environmental Conditions

Office



Job Description



At Thermo Fisher Scientific, you'll contribute to important work such as finding cancer cures, protecting the environment, and ensuring food safety.



Location/Division



The Technical Support Manager is part of Field and Safety Instruments within the Chemical Analysis Division (CAD) in Thermo Fisher Scientific. CAD provides coordinated solutions, instrument, and enterprise services to our customers. Our equipment is used primarily by environmental and safety companies.


How will you make an impact?


Lead a team of technical support professionals located worldwide, responsible for providing outstanding support to customers, channel partners, and distributors. This role involves managing support processes, driving customer happiness, collaborating cross-functionally, and ensuring the timely resolution of technical issues related to handheld safety and security products line and services.



Duties and Responsibilities:

• Lead all aspects of a worldwide team, offering mentorship, training, and development opportunities to foster the team's success.


• Lead all aspects of the delivery of technical assistance to customers, ensuring rapid resolution of issues, high happiness, and compliance with service level agreements, processes, and customer expectations.


• Track and supervise key performance indicators such as response and resolution times, customer alliance scores, and ensuring alignment with interpersonal goals.


• Establish and implement global support processes, workflows, and standard methodologies to improve efficiency and ensure consistency across regions.


• Build and maintain positive relationships with key customers, ensuring their technical needs are met, followed through, and expectations are exceeded.


• Supervise and report on performance metrics, including response times, resolution rates, and customer allegiance scores.


• Ensure the team has the right tools and technology in place to provide efficient and effective support.


• Handle the global technical budget for all time and material bookings and revenues, ensuring efficient service delivery without compromising quality.

Minimum Education and/Experience Requirements:

• Bachelor's degree in engineering, project management, or a related field. Also, need at least 10 years of experience in technical support, including 5 years of leading a global team in manufacturing or 12+ years of equivalent experience in a related field.


• Strong technical background, with an understanding of manufacturing equipment, processes, and software.


• Excellent problem-solving skills and ability to resolve sophisticated technical issues.


• Strong leadership and communication skills with ability to empower and develop a team with multifaceted strengths.

At Thermo Fisher Scientific, each one of our 150,000 outstanding minds has a unique story to tell. Join us and give to our mission-enabling our customers to make the world healthier, cleaner and safer!



Apply today! http://jobs.thermofisher.com



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. Apply Now