Technical Support Manager, Olink proteomics Remote - US - 200510503Z Thermo Fisher Scientific Pte. Ltd.

Work Schedule

Environmental Conditions

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Location

Remote - US; relocation assistance is not available

Discover Impactful Work:

Join our Global Service and Support organization as a Service Operations Manager where you'll create meaningful impact on customer success. You will lead and develop a high-performing team while advancing operational excellence and continuous improvement in technical support. Partner cross-functionally to enhance the customer experience, manage product escalations, track support metrics, and execute strategic initiatives that ensure high-quality service and customer satisfaction.

A Day in the Life:

• Guide and develop a high-performing team while driving operational excellence and continuous improvement across our product platforms
• Enhance customer experience by technical support operations, implementing process improvements, and building cross-functional collaboration
• Manage technical support metrics, customer escalations, and strategic initiatives while fostering a positive team culture focused on innovation and customer advocacy
• Collaborate with Sales, Product Management, AS lab, Data Science teams to ensure effective service delivery and maintain high customer satisfaction levels

Keys to Success:

Education

• Bachelor’s degree in Molecular Biology or related field with 5+ years of experience in technical support operations or customer support; Advanced degree with 3+ years of experience

Experience

• 1+ years of demonstrated leadership or people management experience in developing and supporting teams
• Experience in hands on working with laboratory instruments, proteomics, and PCR preferred
• Experience with service management systems and CRM platforms (e.g. Salesforce)
• Experience with process improvement methodologies (PPI, Lean)
• Project management experience and ability to manage multiple concurrent initiatives
• Experience with laboratory systems and software integration preferred
• Experience working in matrixed organizations

Knowledge, Skills, Abilities

• Excellent written and verbal communication and presentation skills across all organiz