Global Technical Support Manager

We are looking for an experienced Global Technical Support Manager to join the team at Thermo Fisher Scientific and help ensure our customers have access to the highest quality technical support. Our ideal candidate will have at least 8 years of experience in providing technical support, ideally in a high-tech scientific or laboratory setting. A successful Global Technical Support Manager will have the ability to foster a strong collaborative working environment with colleagues across the globe and possess strong problem-solving and customer service skills. If you have a passion for working with customers and helping them resolve their technical issues, we want to hear from you!

Responsibilities:

1. Develop and implement global technical support strategies to ensure customer satisfaction.
2. Manage the provision of technical support to customers across the globe, both in person and remotely.
3. Establish and maintain strong relationships with customers to ensure they receive the highest quality technical support.
4. Monitor customer feedback and take appropriate action to ensure customer satisfaction.
5. Identify and resolve customer technical issues in a timely manner.
6. Create and update technical support documentation for customers.
7. Train and mentor team members in providing technical support.
8. Develop processes to improve technical support efficiency.
9. Investigate and troubleshoot customer problems and escalate to appropriate team or department.
10. Monitor and analyze customer service trends and metrics.
11. Work with other departments to ensure customer technical issues are resolved in a timely manner.

According to JobzMall, the average salary range for a Global Technical Support Manager is $60,000 to $90,000 per year. This will vary depending on the company, the location, and the specific job duties.

Thermo Fisher Scientific is a U.S.-based provisioner of scientific instrumentation, reagents and consumables, and software and services to healthcare, life science, and other laboratories in academia, government, and industry.