Technical Support Manager

4 weeks ago


Tewksbury, Massachusetts, United States Thermo Fisher Scientific Full time

Job Summary

Thermo Fisher Scientific is seeking a highly skilled Technical Support Manager to lead our global team of technical support professionals. The successful candidate will be responsible for providing outstanding support to customers, channel partners, and distributors.

Key Responsibilities

  • Manage support processes and drive customer happiness
  • Collaborate cross-functionally to ensure timely resolution of technical issues
  • Lead all aspects of a worldwide team, offering mentorship, training, and development opportunities
  • Establish and implement global support processes, workflows, and standard methodologies
  • Supervise and report on performance metrics, including response times, resolution rates, and customer allegiance scores

Requirements

  • Bachelor's degree in engineering, project management, or a related field
  • At least 10 years of experience in technical support, including 5 years of leading a global team in manufacturing or 12+ years of equivalent experience in a related field
  • Strong technical background, with an understanding of manufacturing equipment, processes, and software

About Thermo Fisher Scientific

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.



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