Work Schedule
Every other weekend days
Environmental Conditions
Office
Job Description
Thermo Fisher Scientific Inc. is seeking a highly motivated and experienced individual to join our team as a Manager, Technical Support. As a global leader in the field of scientific research, Thermo Fisher Scientific is dedicated to enabling our customers to make the world healthier, cleaner, and safer. With our world-class technology and a commitment to innovation, we strive to improve millions of lives through our work in finding cures for diseases, protecting the environment, and ensuring food safety.
As a Support Manager, EMEA, you will be a key player in coordinating all activities within the Customer Services Team. Your primary responsibilities will include mentoring and developing the team's skills, addressing customer issues, and delivering exceptional support services. You will work closely with leaders from various departments in the Digital Science division, including Development, TechOps, and Services, to implement effective support strategies and enhance help-desk services.
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Responsibilities:
- Manage team Rota's to ensure 7 days a week support coverage
- Manage procedures for handling customer concerns and meeting service level agreements
- Assist in maintaining and developing the Global Support QMS
- Identify and implement strategic plans to improve helpdesk operations
- Foster collaboration and establish robust connections with cross-functional teams
- Proactively learn new technologies and stay up-to-date with current products
- Travel to visit UK customers for support or training purposes
- Mentor new team members to foster growth and development
Requirements:
- Bachelor's degree in Life Sciences, Computer Science, or related field OR 3 years of equivalent experience
- Experience leading a team is preferred
- Minimum 2 years of technical support experience in diagnosing and solving LIMS application and system related problems
- Knowledge of network architectures
- Experience in enterprise software technical support
- Excellent verbal and written communication skills
- Solid understanding of Windows and/or Linux Server administration
- Ability to travel if required
At Thermo Fisher Scientific, we believe in a diverse and inclusive workplace, where everyone's contributions are valued and respected. We are an equal opportunity employer and welcome applicants from all backgrounds. We are dedicated to providing reasonable accommodations to individuals with disabilities throughout the recruitment process. If you require any accommodations, please contact us at 1-855-471-2255.
Join our team today and be part of our mission to accelerate research, solve scientific challenges, and support patients in need. Apply now at http://jobs.thermofisher.com.