Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

When you are part of the team at Thermo Fisher Scientific, you'll be doing important work, like helping customers in finding cures for cancer, protecting the environment, or making sure our food is safe.

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?

Manage a team of technical support professionals located worldwide, responsible for providing elite support to customers, channel partners, and distributors. This role involves handling support processes, driving customer satisfaction, working cross-functionally, and ensuring the timely resolution of technical issues related to products and services.

• Oversee and advise a worldwide team offering mentorship, training, and development opportunities to guarantee the team's success.
• Lead all aspects of the delivery of technical assistance to customers, ensuring rapid resolution of issues, high satisfaction, 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.

• Bachelor's degree in engineering, project management, or related field.
• 12+ years of experience in technical support with 5 years of demonstrated ability in leading a global technical support team in the manufacturing industry.
• 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 interpersonal skills with ability to empower and lead a team with varied strengths.