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The World Leader In Serving Science
Technical Support Manager
Location
District Of Columbia + 4 moreAll locations: District Of Columbia | New York | Massachusetts | Missouri | Pennsylvania
Posted
75 days ago
Salary
$92.9K - $125K / year
Seniority
Senior
Job Description
Technical Support Manager
Thermo Fisher Scientific
• 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
Job 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
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