Global Technical Support Leader

1 week ago

Tewksbury, Massachusetts, United States Thermo Fisher Scientific Full time

Job Summary:

The Technical Support Manager will lead a team of technical support professionals worldwide, providing outstanding support to customers, channel partners, and distributors. This role involves managing support processes, driving customer happiness, collaborating cross-functionally, and ensuring the timely resolution of technical issues related to handheld safety and security products and services.

Key Responsibilities:

  • Lead all aspects of a worldwide team, offering mentorship, training, and development opportunities to foster the team's success.
  • Lead all aspects of the delivery of technical assistance to customers, ensuring rapid resolution of issues, high happiness, and compliance with service level agreements, processes, and customer expectations.
  • Track and supervise key performance indicators such as response and resolution times, customer alliance scores, and ensuring alignment with interpersonal goals.
  • Establish and implement global support processes, workflows, and standard methodologies to improve efficiency and ensure consistency across regions.
  • Build and maintain positive relationships with key customers, ensuring their technical needs are met, followed through, and expectations are exceeded.
  • Supervise and report on performance metrics, including response times, resolution rates, and customer allegiance scores.
  • Ensure the team has the right tools and technology in place to provide efficient and effective support.
  • Handle the global technical budget for all time and material bookings and revenues, ensuring efficient service delivery without compromising quality.

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.
  • Excellent problem-solving skills and ability to resolve sophisticated technical issues.
  • Strong leadership and communication skills with ability to empower and develop a team with multifaceted strengths.

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.

  • Technical Support Manager

    2 weeks ago

    Tewksbury, Massachusetts, United States Thermo Fisher Scientific Full time

    Job Summary:Thermo Fisher Scientific is seeking a Technical Support Manager to lead a global team of technical support professionals. The successful candidate will be responsible for providing outstanding support to customers, channel partners, and distributors.Key Responsibilities:Lead a team of technical support professionals worldwide, responsible for...

  • Technical Support Manager

    1 week ago

    Tewksbury, Massachusetts, United States Thermo Fisher Scientific Full time

    Job SummaryThermo 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 ResponsibilitiesManage support processes and drive customer...

  • Technical IT Support Manager

    2 weeks ago

    Tewksbury, Massachusetts, United States Thermo Fisher Scientific Full time

    Job SummaryAt Thermo Fisher Scientific, we're seeking a highly skilled Technical Support Manager to lead our global team of technical support professionals. As a key member of our Field and Safety Instruments team within the Chemical Analysis Division, you'll play a critical role in providing outstanding support to our customers, channel partners, and...

  • IT Support Specialist in Tewksbury, Massachusetts

    2 weeks ago

    Tewksbury, Massachusetts, United States Desktop & Depot Support Full time

    Job Title: IT Support TechnicianWe are seeking a skilled IT Support Technician to join our team in Tewksbury, Massachusetts. As a key member of our Desktop & Depot Support team, you will play a crucial role in ensuring the smooth operation of our clients' IT systems.Key Responsibilities:Provide technical support for desktops, laptops, and printersInstall,...

  • Global Trade Compliance Specialist

    2 weeks ago

    Tewksbury, Massachusetts, United States Raytheon Technologies Full time

    Job SummaryWe are seeking a highly skilled Global Trade Compliance Specialist to join our team at Raytheon Technologies. As a key member of our organization, you will play a critical role in ensuring compliance with international trade regulations and laws.Your primary responsibilities will include developing and implementing export and import strategies,...

  • Radar Systems Section Leader

    3 weeks ago

    Tewksbury, Massachusetts, United States Raytheon Careers Full time

    Radar Systems Section LeaderJoin Raytheon Careers as a Radar Systems Section Leader and take on a challenging role that requires strong leadership and technical expertise. As a key member of our team, you will be responsible for managing a group of system engineers and ensuring they have suitable work assignments and opportunities for growth and...

  • Manufacturing Specialist

    2 weeks ago

    Tewksbury, Massachusetts, United States Infotree Global Solutions Full time

    Job DescriptionAs a key member of our team at Infotree Global Solutions, you will play a crucial role in assembling products in accordance with our daily and weekly production schedules.We are seeking a skilled and detail-oriented individual to join our manufacturing team. The successful candidate will be responsible for assembling entry-level sub-components...

  • Manufacturing Specialist

    2 weeks ago

    Tewksbury, Massachusetts, United States Infotree Global Solutions Full time

    Job SummaryAs a key member of our production team at Infotree Global Solutions, you will be responsible for assembling products in accordance with daily and weekly production schedules.You will be able to assemble entry-level sub-components and use those components in a top-level instrument assembly.Perform accurate wiring techniques, including harnessing...

  • Senior System Engineer Leader

    2 weeks ago

    Tewksbury, Massachusetts, United States Raytheon Technologies Full time

    About the Role:Raytheon Technologies is seeking a Senior System Engineer Leader to join our team. As a key member of our engineering team, you will be responsible for managing a group of multi-disciplinary system engineers, ensuring they have suitable work assignments and opportunities for growth and advancement.Key Responsibilities:Manage day-to-day...

  • Senior Principal Section Leader

    4 weeks ago

    Tewksbury, Massachusetts, United States Raytheon Full time

    About the Role:We are seeking a highly skilled and experienced Senior Principal Section Leader to join our team at Raytheon. As a key member of our organization, you will be responsible for leading a group of multi-disciplinary system engineers and ensuring that each employee has suitable work assignments and opportunities for growth and advancement.Key...

  • Electromechanical Assembly Specialist

    2 weeks ago

    Tewksbury, Massachusetts, United States Dansources Technical Services Full time

    Job SummaryWe are seeking a skilled Electromechanical Assembly Specialist to join our team at Dansources Technical Services.The successful candidate will be responsible for performing a wide range of electro-mechanical assembly operations on assemblies or sub-assemblies, including wiring, component installation, circuit board installation, hand soldering,...

  • Audit Leader

    3 hours ago

    Tewksbury, Massachusetts, United States Baker Tilly Full time

    About the JobBaker Tilly is seeking a skilled Audit Manager to join our team. As a key member of our audit team, you will be responsible for leading financial statement audits and providing assurance services to middle market clients.Key ResponsibilitiesLead financial statement audits and provide assurance services to middle market clientsDevelop and...

  • IT Support Technician in Tewksbury, Massachusetts

    4 weeks ago

    Tewksbury, Massachusetts, United States Virtual Service Operations Full time

    Job Title: IT Support TechnicianWe are seeking an experienced IT Support Technician to join our team at Virtual Service Operations. As an IT Support Technician, you will play a crucial role in ensuring smooth operations within the organization by setting up and troubleshooting IT equipment, including laptops, monitors, and printers.You will also provide...

  • Technical Lead

    2 days ago

    Tewksbury, Massachusetts, United States Omni Inclusive Full time

    Key Responsibilities:As a key member of the Omni Inclusive team, the Technical Lead - DevOps Engineering will be responsible for implementing various development, testing, and automation tools, as well as planning the team structure and involvement in project management activities. The ideal candidate will have a strong background in DevOps, .NET code, and...

  • TPY-2 SAM Sub IPT Lead

    2 weeks ago

    Tewksbury, Massachusetts, United States Raytheon Technologies Full time

    Job SummaryWe are seeking an experienced engineer to serve as the AN/TPY-2 SAM Sub Integrated Product Team Lead (IPTL) in our Antenna & Microwave Department. The successful candidate will work with team members from Engineering, Operations, and Global Supply Chain to deliver compliant product while balancing cost and schedule.Key ResponsibilitiesExecute...

  • Asset Management and Inventory Control Specialist

    4 weeks ago

    Tewksbury, Massachusetts, United States Desktop & Depot Support Full time

    Job OverviewWe are seeking a highly motivated and career-driven individual to join our team as a Depot Technician in Tewksbury, MA. In this role, you will be responsible for developing and maintaining an efficient asset tracking system, conducting regular audits, and optimizing inventory levels.Key ResponsibilitiesDevelop and maintain an asset tracking...

  • TPY-2 SAM Sub IPT Lead

    4 weeks ago

    Tewksbury, Massachusetts, United States Raytheon Technologies Full time

    Job SummaryWe are seeking an experienced engineer to serve as the AN/TPY-2 SAM Sub Integrated Product Team Lead (IPTL) in our Antenna & Microwave Department. The successful candidate will work with team members from Engineering, Operations, and Global Supply Chain to deliver compliant product while balancing cost and schedule.Key ResponsibilitiesExecute...

  • IT Support Specialist in Tewksbury, MA

    2 weeks ago

    Tewksbury, Massachusetts, United States Virtual Service Operations Full time

    IT Support Technician OpportunityWe are seeking a skilled IT Support Technician to join our team at Virtual Service Operations in Tewksbury, Massachusetts. As an IT Support Technician, you will play a critical role in ensuring the smooth operation of our client's IT infrastructure.Key Responsibilities:Provide technical assistance to end-users,...

  • IT Support Specialist in Tewksbury, Massachusetts

    7 days ago

    Tewksbury, Massachusetts, United States Virtual Service Operations Full time

    Virtual Service Operations is seeking a skilled IT Support Technician to join our team on a temporary basis. As a key member of our team, you will play a crucial role in ensuring smooth operations within the organization by setting up and troubleshooting IT equipment, including laptops, monitors, and printers.As the IT Support Technician, you will provide...

  • IT Support Specialist in Tewksbury, Massachusetts

    6 days ago

    Tewksbury, Massachusetts, United States Virtual Service Operations Full time

    We are seeking a skilled IT Support Technician to join our team at Virtual Service Operations. As a key member of our team, you will play a crucial role in ensuring smooth operations within the organization by setting up and troubleshooting IT equipment, including laptops, monitors, and printers.As the IT Support Technician, you will provide technical...