Senior Manager, Customer Support and Field Services
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Job Location:
Bridgewater, NJ - USA
Monthly Salary:
$ 110500 - 150000
Posted on:
3 hours ago
Vacancies:
1 Vacancy
Job Summary
Work Schedule
Standard (Mon-Fri)Environmental Conditions
OfficeJob Description
Senior Manager Customer Support and Field Services
R-
Remote - Northeast US preferred
As part of the Thermo Fisher Scientific team youll 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 worlds toughest challenges like protecting the environment making sure our food is safe or helping find cures for cancer.
Join our team as a Senior Manager of Customer Service at Thermo Fisher Scientific where youll guide and develop a customer care organization that delivers exceptional service to our customers. Youll support operational excellence while creating a culture of continuous improvement and innovation. Working closely with commercial partners and cross-functional teams youll implement strategic initiatives to enhance customer experience and achieve business targets.
Education:
Advanced degree plus 6 years of experience or bachelors degree plus 8 years of experience managing teams in a customer service environment
Additional professional certifications in customer service management or related fields valued
Experience:
Experience managing large teams (40-50 direct reports) through supervisors and team leads
Demonstrated success in stakeholder management and senior leadership influence
Strong understanding of customer service processes and matrix organizations
Experience developing and implementing standard processes and best practices
Success in managing operational budgets and achieving business objectives
Knowledge Skills Abilities:
Strong communication and relationship building skills across all organizational levels
Experience with performance metrics KPI tracking and continuous improvement methodologies
Fluency in English required; additional language skills advantageous
Experience with CRM systems ERP platforms and Microsoft Office suite
Strong project management and change management capabilities
Success in implementing process improvement and automation initiatives
Experience in managing customer satisfaction metrics and service level agreements
Ability to work independently while fostering a collaborative team environment
Knowledge of customer service technology and digital transformation trends
Experience in commercial and accounting areas preferred
Compensation and Benefits
The salary range estimated for this position based in New Jersey is $110500.00$150000.00.This position may also be eligible to receive a variable annual bonus based on company team and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on which includes:
A choice of national medical and dental plans and a national vision plan including health incentive programs
Employee assistance and family support programs including commuter benefits and tuition reimbursement
At least 120 hours paid time off (PTO) 10 paid holidays annually paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave) accident and life insurance and short- and long-term disability in accordance with company policy
Retirement and savings programs such as our competitive 401(k) U.S. retirement savings plan
Employees Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount
For more information on our benefits please visit: Experience:
Senior Manager
Key Skills
- Active Directory
- Technical Documentation
- Windows
- On-Site Support
- Test Equipment
- Linux
- Internet
- Preventive Maintenance
- Technical Assistance
- Troubleshoot
- Problem Resolution
- Setup
- hardware
- Technical Support
- UNIX
About Company
Electron microscopes reveal hidden wonders that are smaller than the human eye can see. They fire electrons and create images, magnifying micrometer and nanometer structures by up to ten million times, providing a spectacular level of detail, even allowing researchers to view single a ... View more
