Application Support Manager, Northern Europe

at  Thermo Fisher Scientific

JOB DESCRIPTION

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $50 billion. Our Mission is to enable our customers to make the world healthier, cleaner, and safer. Whether our customers are accelerating life sciences research, solving sophisticated analytical challenges, growing efficiency in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them.

Your qualifications:

• Validated experience in leading teams.
• Proven track record of working in a customer-centric environment and line management experience and working in a support organization
• Proficient in English, any other European language is an advantage
• Excellent communication skills
• Experience with crafting and hosting customer user trainings
• Experience working in an IDD Application environment preferred
• Willingness to travel up to 50

• Ensuring innovative application support operations covering application support, scientific support, instrument validations and qualifications, customer training, CEC support and workflow analyzes
• Implementing and supervising relevant service metrics and KPI´s, initiating corrective actions where needed and supporting the Customer Excellence Team with complaint investigations and follow-up.
• Developing, implementing, and constantly reviewing customer user training concepts to satisfy evolving market trends in collaboration with the Customer Excellence Manager Europe
• Gaining insights from our customers through regular visits and actioning customer feedback to drive customer excellence across Northern Europe as well as acting as voice of our customers towards other functions in the organization, conveying market developments and ensuring pro-active strategic alignment
• Advising a team of subject matter authorities, covering Sweden, Finland, Denmark, Norway, UK, Netherlands, Ireland, Austria, Czech Republic, Switzerland, Slovakia and Germany.
• Owning the P&L for the Northern European Application support team and engaging in the AOP process
• Ensuring that the organization has the right structure and combination of talent, education, training and experience to achieve application support perfection and exceed customer expectations. Overall regional responsibility for Application Support talent development programs in the region.

Your qualifications:

• Validated experience in leading teams.
• Proven track record of working in a customer-centric environment and line management experience and working in a support organization
• Proficient in English, any other European language is an advantage
• Excellent communication skills
• Experience with crafting and hosting customer user trainings
• Experience working in an IDD Application environment preferred
• Willingness to travel up to 50%