Technical Support Manager

Thermo Fisher Scientific

Technical Support Manager leading teams for Thermo Fisher Scientific's global service and support organization. Enhancing customer success through operational excellence and continuous improvement in technical support.

Posted 5/6/2026full-timeRemote • District of Columbia, Massachusetts, Montana, New York, Pennsylvania • 🇺🇸 United StatesMid-LevelSenior💰 $92,900 - $125,000 per yearWebsite

About the role

Key responsibilities & impact

Lead and develop a high-performing team while advancing operational excellence and continuous improvement in technical support
Enhance customer experience by technical support operations, implementing process improvements, and building cross-functional collaboration
Manage technical support metrics, customer escalations, and strategic initiatives while fostering a positive team culture focused on innovation and customer advocacy
Collaborate with Sales, Product Management, AS lab, Data Science teams to ensure effective service delivery and maintain high customer satisfaction levels

Requirements

What you’ll need

Bachelor’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 experience
1+ years of demonstrated leadership or people management experience in developing and supporting teams
Experience in hands on working with laboratory instruments, proteomics, and PCR preferred
Experience 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 initiatives
Experience with laboratory systems and software integration preferred
Must be legally authorized to work in the United States without sponsorship now or in the future.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical support operationsprocess improvementslaboratory instrumentsproteomicsPCRservice management systemsCRM platformsprocess improvement methodologiesproject managementsoftware integration

Soft Skills

leadershipteam managementcustomer advocacycollaborationinnovationcustomer experience enhancementpositive team cultureoperational excellencecommunicationstrategic initiative management