Senior Manager, Customer Support – Field Services
Thermo Fisher Scientific
full-time
Posted on:
Location Type: Remote
Location: Remote • Massachusetts, New Jersey, North Carolina, Pennsylvania • 🇺🇸 United States
Visit company websiteSalary
💰 $110,500 - $150,000 per year
Job Level
Senior
Tech Stack
ERP
About the role
- Guide and develop a customer care organization that delivers exceptional service to our customers
- Support operational excellence while creating a culture of continuous improvement and innovation
- Collaborate closely with commercial partners and cross-functional teams to implement strategic initiatives to enhance customer experience
- Achieve business targets while leading a large team in customer service
Requirements
- Advanced degree plus 6 years of experience, or bachelor's degree plus 8 years of experience managing teams in a customer service environment
- Experience managing large teams (40-50+ direct reports) through supervisors and team leads
- Demonstrated success in stakeholder management and senior leadership influence
- Strong understanding of customer service processes and matrix organizations
- Experience developing and implementing standard processes and best practices
- Success in managing operational budgets and achieving business objectives
- Strong communication and relationship building skills across all organizational levels
- Experience with performance metrics, KPI tracking, and continuous improvement methodologies
- Fluency in English required; additional language skills advantageous
- Experience with CRM systems, ERP platforms, and Microsoft Office suite
- Strong project management and change management capabilities
- Success in implementing process improvement and automation initiatives
- Experience in managing customer satisfaction metrics and service level agreements
- Ability to work independently while fostering a collaborative team environment
- Knowledge of customer service technology and digital transformation trends
- Experience in commercial and accounting areas preferred
Benefits
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer service processesperformance metricsKPI trackingcontinuous improvement methodologiesprocess improvementautomation initiativesCRM systemsERP platformsproject managementchange management
Soft skills
communication skillsrelationship buildingstakeholder managementsenior leadership influencecollaborative team environmentindependent workoperational excellenceinnovationteam managementbusiness target achievement
Certifications
advanced degreebachelor's degree