Supervisor Remote Technical Support – Protein and Cell Analysis

Work ScheduleStandard (Mon-Fri)Environmental ConditionsOfficeJob DescriptionWhen 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. Our staff members are committed to making a difference in our organization, for our client partners and the patients we serve. We seek individuals with proven competencies and strong character to help lead our organization now and into the future.Discover Impactful Work:All of our employees share a common set of values - Integrity, Intensity, Innovation and Involvement. Our result to grow year after year is driven by our ability to attract, develop and retain world-class people who will thrive in our environment and share in our desire to improve people by enabling our customers to make the world healthier, cleaner and safer.Location Specific Information:This is an on-site role working out of Grand Island, NY office.A Day in the Life:

Lead and coach Technical Applications Support Scientists to acquire the highest individual and team performance, career development, and employee involvement.

Lead the Support activities across the team to achieve customer satisfaction.

Drive growth of the business to meet revenue targets.

Be a leader to the team, inspire, coach and empower 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.

Supervise workload and handle 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.

Ensure that suitable metrics are developed and supervised for the performance of the Support Team.

Ensure that an effective communication is in place for the staff to be aware of relevant issues within the function and the company as a whole.

Supervise 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.

Lead the Technical Support activities to achieve optimized customer satisfaction, grow service 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.

Work closely with business partners

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.

Supervise 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 guide assistance when required.

Participate as an active member of the 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.

Keys to Success:Education:

BA/BS or equivalent years of experience required, advanced degree preferred in life science subject area

Strong numerical reasoning and scientific proficiency

Experience:

5+ years of proven track record in a similar field with 0-5 years of leadership experience.

Marketplace/Scientific knowledge – knows Customers’ environment in Research, Clinical and/or Diagnostics settings across a wide range of scientific workflow (preferred)

Successful candidate works in the assigned office.

Specific knowledge of LSG instrumentation and applications (preferred)

Technical Support and/or Customer-Facing experience (preferred)

Knowledge, Skills, Abilities:

Able to tackle 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 optimally as part of a team to tackle problems, negotiate solutions and arrive at a consensus.

Customer-centric and keenly aware of markets, trends and competitors

Tenacious, conclusive, forward-thinking and quick, able to adapt from one situation to another quickly

Anticipates needs and problems while crafting solutions

Demonstrates a sense of urgency, contagious modesty and a “can do” demeanor

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

Encourages, motivates and collaborates not only within the Services and Support Organization

Stretches across borders, breaks silos and builds effective partnerships with customers and colleagues

Accept and demonstrates diversity of culture and thought

Some travel could be expected

Compensation and BenefitsThe salary range estimated for this position based in New York is $75,800.00–$113,675.00.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 programs

Employee assistance and family support programs, including commuter benefits and tuition reimbursement

At 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 policy

Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan

Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewardsThermo 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.