[Hiring] Technical Support Manager @Thermo Fisher Scientific

Role Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Join our Global Service and Support organization as a Service Operations Manager where you'll create meaningful impact on customer success. You will lead and develop a high-performing team while advancing operational excellence and continuous improvement in technical support. Partner cross-functionally to enhance the customer experience, manage product escalations, track support metrics, and execute strategic initiatives that ensure high-quality service and customer satisfaction.

A Day in the Life:

• Guide and develop a high-performing team while driving operational excellence and continuous improvement across our product platforms.
• 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.

Qualifications

• 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.
• Experience working in matrixed organizations.

Requirements

• Excellent written and verbal communication and presentation skills across all organizational levels.
• Customer-focused with ability to build and maintain key relationships.
• Knowledge of quality management systems and compliance requirements.
• Strong analytical and technical troubleshooting abilities.
• Advanced problem-solving and escalation management skills.
• Available to travel up to 50% as needed.
• Must be legally authorized to work in the United States without sponsorship now or in the future.
• Must be able to pass a comprehensive background check and drug screen.

Benefits

• The salary range estimated for this position based in Massachusetts is $92,900.00–$125,000.00.
• This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy.
• 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.