Thermo Fisher Scientific Manager, Technical Applications Support Scientists - qPCR in Grand Island, New York
When you're part of the team at Thermo Fisher Scientific, 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.
The Manager, Technical Applications Scientists is part of the Global Services and Support organization and is an important part of the company's total value proposition. The Technical Applications Support team is responsible for providing remote pre and post-sales technical support of Thermo Fisher Scientific products to customers and field personnel, as well as relaying customer feedback to the organization.
This position can be in any of the following locations:
Grand Island, NY
Manage and coach a team of Technical Applications Scientists to obtain highest individual and team performance, career development, and employee involvement.
Manage the applications support activities across the team to achieve customer satisfaction.
Be a leader to the team, inspire, coach and motivate your team to achieve excellence in your business and customer satisfaction scores.
Develop, share and implement the long-term vision and strategy of the Services and Support Team.
Monitor workload and manage schedules to meet goals and objectives and share innovative ideas for optimizing resources.
Report on actual performance relative to goals and provide variance analysis and revised projections.
Develop and track suitable metrics for the performance of the Support Team.
Ensure that effective communication is in place for the staff to be aware of relevant issues within the function and the company as a whole.
Monitor and resolve customer difficulties, including customer complaints.
In depth understanding of standard operating procedures and developing methods for ensuring compliance and accountability.
Lead project(s) through to successful implementation.
Help transform the customer experience via the implementation of new support tools and processes.
Assist with setting the strategy for direct reports and the broader Tech Support team.
Manage the Technical Support activities to achieve optimized customer satisfaction, grow opportunities revenue, and maintain a high level of employee satisfaction. Employ practical process improvement to drive business excellence and productivity. Develop team members to their fullest potential. Actively work to drive growth and stimulate new business. Be a leader, champion and advocate for your team on the Global Service and Support extended leadership team.
Direct Reports - A team of exceptional Technical Application Scientists (TAS).
Work closely with business partners to manage the following processes:
Recruiting of new staff, as required.
Retaining and developing existing talent within the organization.
Establishing Annual Priorities & Goals for your team and the business.
Yearly review of talent and development of the greater Services and Support team
Training plan is developed and team is held accountable to achieve.
Monitor Support demand, ensuring right balance of headcount.
Actively seek and develop process improvements which increase our ability to provide service and support, meet revenue targets, and improve customer satisfaction.
Establish and maintain relationships with international company contacts to facilitate communications and expert assistance when required.
Participate as an active member of the Global Services and Support, and Commercial Operations organizations.
Liaise with all other functional groups in the company to ensure a smooth and efficient interface between staff and the rest of the organization.
- BA/BS or HS Diploma + equivalent years of experience required, advanced degree preferred.
10-15 years of proven track record in a similar discipline with 4-8 years of leadership experience.
Marketplace/Scientific knowledge - knows Customers' environment in Research, Clinical and Diagnostics settings across a wide range of scientific workflow (preferred)
Specific knowledge of Thermo Fisher Scientific instrumentation and applications (nice to have)
Technical Support and/or Customer-Facing experience a plus
Knowledge, Skills, Abilities
Is able to solve practical problems and deal with a variety of variables in situations where only limited standardization exists.
Capable of working independently; self-motivated and proactive
Extensive experience using personal computers and all Microsoft Office applications.
Demonstrates clear and concise communications and is capable of interacting with a diverse population of internal and external contacts.
Ability to partner effectively as part of a team to solve problems, negotiate solutions and arrive at a consensus.
Is customer-centric and keenly aware of markets, trends and competitors
Is tenacious, decisive, nimble and quick, able to adapt from one situation to another quickly
Anticipates needs and problems while creating solutions
Demonstrates a sense of urgency, contagious optimism and a 'can do' attitude
Is curious, inquisitive, innovative, never satisfied with the status quo
Greets challenge and change as opportunity
Has courage and confidence to take risks and learn from mistakes
Inspires, motivates and collaborates with others
Stretches across borders, breaks silos and builds effective partnerships with customers and colleagues
Embraces and leverages diversity of culture and thought
Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.
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