Technical Support Manager, Olink proteomics (Remote - US)

Work Schedule Standard (Mon-Fri) Environmental Conditions Laboratory Setting, Office Location Remote - US; relocation assistance is not available Discover Impactful Work: Join 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 Life:

• Guide and develop a high-performing team while driving operational excellence and continuous improvement across our product platforms
• 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

Keys to Success: Education

• 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

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
• Experience working in matrixed organizations

Knowledge, Skills, Abilities

• Excellent written and verbal communication and presentation skills across all organizational levels
• Customer-focused with ability to build and maintain key relationships
• Knowledge of quality management systems and compliance requirements
• Strong analytical and technical troubleshooting abilities
• Advanced problem-solving and escalation management skills
• Available to travel up to 50% as needed

Other

• Must 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 Benefits

The 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 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-rewards Apply tot his job Apply To this Job