Senior Manager, Global Technical Services, Single Use Technologies

Senior Manager, Global Technical Services, Single Use Technologies

R-01233002

When you’re part of Thermo Fisher Scientific, you’ll do challenging work, and join a team that values performance, quality and innovation. As part of a successful, growing global organization you will be encouraged to perform at your best. With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and chances to create significant contributions to the world.

Our BioProduction Single-use business supports developers and manufacturers of biological-based therapeutics and vaccines with a portfolio of premium solutions and services focused on a suite of single-use solutions spanning the biologics workflow.

As a Global Technical ServicesSenior Manager, you will lead a complementary team in providing best-in-class Technical Services to our Single Use customers worldwide. You will be responsible for definition and continuous improvement of field service capabilities and procedures related to software, hardware and control systems. Your role involves spearheading the enhancement and expansion of our remote support solutions, ensuring efficient and accurate resolution of complex issues, and collaborating with multi-functional teams to enhance product and service performance. This role will oversee the development and delivery of our Technical Services offerings for NPIs (New Product Initiatives), upgrades, and end-of-life projects. With a solid focus on customer experience, this role will play a pivotal role in maintaining a high standard of support while fostering innovation within Single Use services organization.

• Build and lead a global remote support specialists for bioprocessing equipment and automation, ensuring that customer facing teams highly trained and motivated to deliver exceptional customer service.
• Provide hardware, and software support for customers and customer facing service colleagues as the first-line issue resolution through email, phone, chat, web.
• Provide input to global teams on new product development and product refresh initiatives supportive of design for service and serviceability standards
• Define and author field service and support documents (i.e., service manuals, field procedures, service tools, spare parts, and digital connectivity solutions.) to be used by global and regional Field Service teams.
• Collaborate with Global Service Training, Validation Services, Automation and Digital ETO, R&D and Field Service teams to ensure customer needs and expectations are both understood and met to drive continuous improvement in product functionality and support processes.
• Develop and handle budgets for Technical Services and support department and ensure that resources are allocated efficiently.
• Develop and implement standard operating procedures, leading key performance metrics, and feedback mechanisms for the front line and customer facing engineers.
• Develop and implement technical escalation management procedures.
• Ensure that our remote support capabilities are aligned with customer demands including differences in product mix, region, languages, and time zones.
• In close partnership with project management function, actively drive the success of service upgrade and development initiatives, making necessary adjustments to ensure desired outcomes are achieved.
• Stay up to date with the latest trends and technologies in technical support and ensure that our technical support services remain innovative.
• Keys to Success:
• Bachelor’s degree in engineering, computer science, information technology, or a related field with 5-8 years of relevant recent experience in distributed control systems, IoT, and/or networking administration
• 3+ years of leadership experience in a global service environment and has an excellent knowledge of customer service, field service, depot repair, and technical service.
• Industry experience developing and implementing remote technical support programs, preferably with a global reach and within a large services business operating model.
• Ability to communicate and influence at an executive level, and ability to build positive relationships across multiple layers in the organization.
• Proficient with CRM (Customer Relationship Management), cloud-based call centers, and eLearning systems.
• Physical Requirements / Work Environment

  Fully Remote

  Travel requirements 25% or less

  Benefits

  We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation!

• Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.