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Technical Operations Manager

2 months ago

City of Knox, Australia Thermo Fisher Scientific Full time
{"h3": "Technical Operations Manager Role Overview"}

As a Technical Operations Manager at Thermo Fisher Scientific, you will lead our Technical Support Operations and provide technical leadership to our Field Service Engineers and Technical Leads. Your exceptional skills and proven experience will drive the flawless execution of our technical support processes and ensure world-class customer satisfaction.

Key Responsibilities:
  • Oversee Technical Support Operations, ensuring efficient and effective support to our customers.
  • Provide technical training and development opportunities to our Field Service Engineers.
  • Handle customer escalations promptly and with a high level of urgency, ensuring their satisfaction is exceeded.
  • Collaborate with various teams to successfully implement new products as part of the New Product Introduction initiatives.
  • Manage Technical Support and remote support activities, ensuring timely and accurate resolution of customer issues.
  • Drive installed base management for End of Life and End of Service support, optimizing customer experience and minimizing disruption.
  • Continuously improve service delivery processes to enhance efficiency and productivity.
  • Maintain a strict focus on safety, quality, and compliance.
Requirements:

To thrive in this role, you should have:

  • A Bachelor's degree in Science, Engineering, or a related field, or equivalent.
  • Proven experience in technical operations management or a similar role.
  • Excellent leadership and team development skills.
  • Solid technical expertise and the capacity to effectively address intricate technical challenges.
  • Exceptional communication and interpersonal skills.
  • The ability to determine customer needs and deliver exceptional service.

Thermo Fisher Scientific is an equal opportunity employer and values diversity in our workforce.