Technical Operations Manager

2 months ago


Scoresby, Victoria, Australia Thermo Fisher Scientific Full time
Job Summary

We are seeking a highly skilled Technical Operations Manager to join our team at Thermo Fisher Scientific. As a key member of our organization, you will be responsible for overseeing the technical support operations, ensuring efficient and effective support to our customers.

Key Responsibilities
  • Technical Support Operations: Oversee the technical support operations, ensuring timely and accurate resolution of customer issues.
  • Leadership and Development: Provide technical training and development opportunities to our Field Service Engineers (FSEs).
  • Customer Escalations: Handle customer escalations promptly and with a high level of urgency, ensuring their satisfaction is exceeded.
  • New Product Introduction: Collaborate with various teams to successfully implement new products as part of the New Product Introduction (NPI) initiatives.
  • Installed Base Management: Manage Technical Support and remote support activities, ensuring timely and accurate resolution of customer issues.
  • Process Improvement: Continuously improve service delivery processes to enhance efficiency and productivity.
  • Compliance and Quality: Maintain a strict focus on safety, quality, and compliance.
Requirements
  • Education: A Bachelor's degree in Science, Engineering or a related field, or equivalent.
  • Experience: Proven experience in technical operations management or a similar role.
  • Leadership Skills: Excellent leadership and team development skills.
  • Technical Expertise: Solid technical expertise and the capacity to effectively address intricate technical challenges.
  • Communication Skills: Exceptional communication and interpersonal skills.
  • Customer Focus: The ability to determine customer needs and deliver exceptional service.


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