Technical Support Manager

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🕒 Maio 6

🏛️ District of Columbia, New York, +3 estados a mais – Remoto

🏛️ District of Columbia – Remote 🗽 New York – Remote 🍂 Massachusetts – Remote 🏰 Missouri – Remote 🔔 Pennsylvania – Remote

💵 $92.900 - $125.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

📞 Engenheiro de Suporte

🦅 Patrocina Visto H1B

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Thermo Fisher Scientific

SiteLinkedInTodas as Vagas

10.000+ funcionários

Fundada em 1956

🧬 Biotecnologia

💊 Farmacêutico

🔬 Ciência

Biotechnology • Pharmaceuticals • Science

A Thermo Fisher Scientific é a líder mundial em servir à ciência, com receita anual de mais de US$ 40 bilhões. Sua missão é capacitar os clientes a tornar o mundo mais saudável, limpo e seguro, apoiando a pesquisa em ciências da vida, solucionando desafios analíticos complexos, aumentando a produtividade dos laboratórios e melhorando a saúde dos pacientes por meio de diagnósticos e do desenvolvimento de terapias que transformam vidas. Com uma equipe global, oferece tecnologias inovadoras e serviços farmacêuticos por meio de marcas como Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon e PPD.

Descrição

• Lead and develop a high-performing team while advancing operational excellence and continuous improvement in technical support • Enhance customer experience by technical support operations, implementing process improvements, and building cross-functional collaboration • Manage technical support metrics, customer escalations, and strategic initiatives while fostering a positive team culture focused on innovation and customer advocacy • Collaborate with Sales, Product Management, AS lab, Data Science teams to ensure effective service delivery and maintain high customer satisfaction levels

🎯 Requisitos

• Bachelor’s degree in Molecular Biology or related field with 5+ years of experience in technical support operations or customer support; Advanced degree with 3+ years of experience • 1+ years of demonstrated leadership or people management experience in developing and supporting teams • Experience in hands on working with laboratory instruments, proteomics, and PCR preferred • Experience with service management systems and CRM platforms (e.g. Salesforce) • Experience with process improvement methodologies (PPI, Lean) • Project management experience and ability to manage multiple concurrent initiatives • Experience with laboratory systems and software integration preferred • Must be legally authorized to work in the United States without sponsorship now or in the future.

🏖️ Benefícios

• 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