North America Technical Support Sr. Manager

at  Thermo Fisher Scientific

JOB DESCRIPTION

Location: Requires onsite work in Ashville NC. Candidate must live withing driving distance of Ashville.
When you are part of the team at Thermo Fisher, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals.
Summary:
Develops and implements plans to improve technical support and capabilities while working towards corporate revenue and customer allegiance goals in a call center environment. Helps promote service contracts, parts, accessories, consumables, software, upgrades and training to customer base.
Provides the vital strategic and tactical ability to grow and maintain a high level of customer happiness and operational performance as part of the Unity Lab Services organization. Manages both a local and remote staff.

Responsibilities:

• Management of Laboratory Equipment Technical Support resources, including team supervisors.
• Technical Support for Field Service Engineers, Sales Engineers, and Manufacturers’ Representatives.
• Responsible for supervising Genesys phone system and metrics.
• Responsible for driving effective use of service data tools.
• Responsible for improvement to the Service Knowledgebase tool.
• Directs the activities and professional development of all assigned personnel in accordance with annual and long-range departmental and company goals.
• Develops, proposes, and manages a departmental expense budget
• Schedules programs to provide Technical Support personnel training on the customer database functions and operations.
• Maintains existing and recommend new metrics to measure performance of Technical Support.
• Responsible for policies and procedures relating to daily functionality of the department.
• Acts as lead on the customer happiness team helping to drive improvements

Minimum Qualifications:

• Bachelor’s degree required, with preference for degrees in Engineering, Information Technology or Operations/Supply Chain, Master’s Degree preferred.
• 5 years’ experience leading large teams in a matrix organization preferably in a customer support capacity.
• 2 years of technical experience related to instrumentation/equipment.
• Detailed knowledge of Laboratory Equipment operation and theory Preferred
• Profit and Loss expereince preferred

Relocation assistance is not provided for this position.
At Thermo Fisher Scientific, each one of our 50,000 extraordinary minds has a unique story
to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.
Apply today! http://jobs.thermofisher.com
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate
on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin,
protected veteran status, disability or any other legally protected status

• Management of Laboratory Equipment Technical Support resources, including team supervisors.
• Technical Support for Field Service Engineers, Sales Engineers, and Manufacturers’ Representatives.
• Responsible for supervising Genesys phone system and metrics.
• Responsible for driving effective use of service data tools.
• Responsible for improvement to the Service Knowledgebase tool.
• Directs the activities and professional development of all assigned personnel in accordance with annual and long-range departmental and company goals.
• Develops, proposes, and manages a departmental expense budget
• Schedules programs to provide Technical Support personnel training on the customer database functions and operations.
• Maintains existing and recommend new metrics to measure performance of Technical Support.
• Responsible for policies and procedures relating to daily functionality of the department.
• Acts as lead on the customer happiness team helping to drive improvement