Thermo Fisher Scientific Supervisor, Technical Engineering Center - Carlsbad, CA in Carlsbad, California
Supervisor, Technical Engineering Center
Location: Carlsbad, CA
This position is responsible for the implementation of strategies and policies for Technical Support Tier 1 level activities in order to achieve service remote resolution and high level of customer satisfaction; ensuring professional support services to be delivered in the most effective and efficient way; and motivating and developing the team in a changing and fast pace business environment.
Role and Responsibilities
TEC Supervisor will be responsible for all activities, organization and coordination of Technical Service Engineering Center (TEC) Tier 1 level with regional peers. This individual will lead the development of the team and alignment with growth & remote resolution strategies.
Manage TEC Team Support activity to ensure quick resolution and maintain internal and external customer satisfaction.
Ensure alignment with District Managers, Service Development and Tech Support teams for product success.
Promote PPI and NPI support.
Continually measure personal and team success.
Collaborate with colleagues in other functions to leverage company relationships and drive new processes and technologies.
Develop, review, maintain and manage key performance indicators for the team.
May be required to support customer service helpdesk duty (email & phone) when needed (up to 30%)
May be required to perform other related duties as required and/or assigned.
Minimum Qualifications (must have)
Bachelor's degree with major in science or engineering and/or equivalent experience.
Requires a minimum of 5 years of relevant experience in service support.
Must have experience with LSG instruments; focus on qPCR, CE, NGS, Imaging support.
Broad range of instrument knowledge is desirable.
Must have good verbal and written communication skills.
Excellent presentation skills.
Candidate must possess excellent people skills to represent the company in a professional manner.
Ability to present complex data and projects at the upper management level
Experience in leading projects
Strong team work, cooperation skills and ability to seek information
Strong internal and external customer focus.
Experience and ability in resolution of conflicts
Efficient time management
Willingness to travel (sometimes internationally
Strong desire to support team and company goals
At Thermo Fisher Scientific, each one of our 70,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission-enabling our customers to make the world healthier, cleaner and safer.
Apply today! http://jobs.thermofisher.com
Relocation has not been approved for this opening.
Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.
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