Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.
The Global Training and Technical Support Director leads the organization responsible for developing the systems, processes, tools and structure necessary to deliver world class training and technical support to our end users, channel partners, and our internal service team members. The Director will oversee the global team responsible for creating, implementing, and delivering training and certification solutions for technical service personnel.
Discover Impactful Work:
- Develop and manage vision, strategy and roadmap for the global technical support and training organization.
- Lead and inspire a dynamic team to deliver top-tier global product training support for all Chemical Analysis Division (CAD) products.
- Oversee the implementation of processes to support new product introductions (NPI) from a service perspective
- Monitor key indicators of customer satisfaction, performance metrics, and feedback for support engineers
- Develop and implement incident management procedures for high severity events
- Ensure that our capabilities are aligned with customer demands including differences in product mix, region, languages and time zones
- Actively align with critical partners in the Commercial, R&D and Marketing organizations
- Lead efforts to ensure product support, customer service, training, and field service readiness while enhancing involvement in product development. Develop and maintain training content and tools for blended learning technologies.
- Develop and manage operational budgets to strategically support and drive investment initiatives.
- Achieve revenue targets for external training and support offerings
- Responsible for driving the Customer Allegiance initiative
Keys to Success:
Education:
Bachelor’s degree in Technology or Technical Business Administration or a related field (master’s degree a plus)
Experience:
Candidates should have 10+ years of proven experience
Demonstrated ability leading large teams (5 years)
Knowledge, Skills and Abilities:
- Excellent problem-solving and communication skills
- Experience developing and implementing global technical support and training
- programs within a product/field services business.
- Ability to present, influence executives, and build positive relationships across the organization
- Proficient with MS Office Suite, eLearning systems, CRM systems (i.e. SFDC)
Preferred Qualifications:
- Familiar with New Product Development Process and the role that the service organization plays in it
- Has worked in a service environment and has an excellent knowledge of customer service, field service, depot repair, and technical service
- Strong electro mechanical technical support experience and knowledge
- Strong customer focus and a passion for delivering excellent customer service
- Proficient in change management techniques and tools
- The ability to plan, coordinate, and prioritize multiple and simultaneous projects, issues, and activities
- Familiarity with remote desktop applications and help desk software
Travel requirements:
- Ability to travel domestically and internationally.
Benefits
We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation!
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What We Do
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.
Why Work With Us
You will join a company which every colleague has the opportunity to create possibilities, for oneself, for our customers and patients. There is no more exciting place to be than at the forefront of solving problems which help improve lives around the world. As a company, we are committed to supporting your career aspirations and your journey.
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