Work ScheduleStandard (Mon-Fri)Environmental ConditionsLaboratory Setting, OfficeJob DescriptionAs 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.LocationRemote - US; relocation assistance is not availableDiscover Impactful WorkJoin 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 LifeGuide and develop a high-performing team while driving operational excellence and continuous improvement across our product platformsEnhance customer experience by technical support operations, implementing process improvements, and building cross-functional collaborationManage technical support metrics, customer escalations, and strategic initiatives while fostering a positive team culture focused on innovation and customer advocacyCollaborate with Sales, Product Management, AS lab, Data Science teams to ensure effective service delivery and maintain high customer satisfaction levelsKeys to SuccessEducationBachelor'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 experienceExperience1+ years of demonstrated leadership or people management experience in developing and supporting teamsExperience in hands on working with laboratory instruments, proteomics, and PCR preferredExperience 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 initiativesExperience with laboratory systems and software integration preferredExperience working in matrixed organizationsKnowledge, Skills, AbilitiesExcellent written and verbal communication and presentation skills across all organizational levelsCustomer-focused with ability to build and maintain key relationshipsKnowledge of quality management systems and compliance requirementsStrong analytical and technical troubleshooting abilitiesAdvanced problem-solving and escalation management skillsAvailable to travel up to 50% as neededOtherMust be legally authorized to work in the United States without sponsorship now or in the future.Must be able to pass a comprehensive background check and drug screen.Compensation and BenefitsThe salary range estimated for this position based in Massachusetts is $92,900.00–$125,000.00.This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:A choice of national medical and dental plans, and a national vision plan, including health incentive programsEmployee assistance and family support programs, including commuter benefits and tuition reimbursementAt least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policyRetirement and savings programs, such as our competitive 401(k) U.S. retirement savings planEmployees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discountFor more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewardsEEO StatementThermo 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.J-18808-Ljbffr
