Technical Support Manager

Job not on LinkedIn

🕒 May 6

🏛️ District of Columbia, New York, +3 more states – Remote

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

💵 $92.9k - $125k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Thermo Fisher Scientific

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1956

🧬 Biotechnology

💊 Pharmaceuticals

🔬 Science

Biotechnology • Pharmaceuticals • Science

Thermo Fisher Scientific is the world leader in serving science, with annual revenue of more than $40 billion. Their mission is to enable customers to make the world healthier, cleaner, and safer by supporting life sciences research, solving complex analytical challenges, increasing laboratory productivity, and improving patient health through diagnostics and the development of life-changing therapies. With a global team, they offer innovative technologies and pharmaceutical services through brands such as Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon, and PPD.

📋 Description

• 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

🎯 Requirements

• 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.

🏖️ Benefits

• 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