Thermo Fisher Scientific

Technical Support Manager, Olink proteomics (Remote - US)

Thermo Fisher Scientific$92K — $125K *
US-Anywhere
+ 12 other locationsRemote
Pharmaceuticals & Biotech
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree in Molecular Biology or related field; advanced degree preferred
  • 5+ years in technical support operations or customer support; 3+ years with advanced degree
  • 1+ years of leadership or people management experience
  • Hands-on experience with laboratory instruments, proteomics, and PCR desirable
  • Familiarity with service management systems and CRM platforms (e.g., Salesforce)
  • Experience in process improvement methodologies (PPI, Lean)
  • Project management experience, able to handle multiple initiatives

Responsibilities

  • Lead and develop a high-performing service operations team
  • Enhance customer experience through technical support and process improvements
  • Manage technical support metrics and customer escalations
  • Collaborate with cross-functional teams to ensure effective service delivery
  • Foster a positive team culture focused on innovation and customer advocacy
  • Execute strategic initiatives for high-quality service and customer satisfaction

Benefits

  • Choice of national medical and dental plans, including health incentive programs
  • Employee assistance programs and tuition reimbursement
  • At least 120 hours of paid time off (PTO) plus 10 paid holidays annually
  • Paid parental leave (3 weeks for bonding, 8 weeks for caregiver leave)
  • Retirement programs, including a competitive 401(k) plan
  • Employee Stock Purchase Plan (ESPP) for discounted company stock
Full Job Description
Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Laboratory Setting, Office

Location

Remote - US; relocation assistance is not available

Discover Impactful Work:

Join our Global Service and Support organization as a Service Operations Manager where you'll create meaningful impact on customer success. You will lead and develop a high-performing team while advancing operational excellence and continuous improvement in technical support. Partner cross-functionally to enhance the customer experience, manage product escalations, track support metrics, and execute strategic initiatives that ensure high-quality service and customer satisfaction.

A Day in the Life:
  • Guide and develop a high-performing team while driving operational excellence and continuous improvement across our product platforms
  • Enhance customer experience by technical support operations, implementing process improvements, and building cross-functional collaboration
  • Manage technical support metrics, customer escalations, and strategic initiatives while fostering a positive team culture focused on innovation and customer advocacy
  • Collaborate with Sales, Product Management, AS lab, Data Science teams to ensure effective service delivery and maintain high customer satisfaction levels


Keys to Success:

Education
  • Bachelor's degree in Molecular Biology or related field with 5+ years of experience in technical support operations or customer support; Advanced degree with 3+ years of experience


Experience
  • 1+ years of demonstrated leadership or people management experience in developing and supporting teams
  • Experience in hands on working with laboratory instruments, proteomics, and PCR preferred
  • Experience with service management systems and CRM platforms (e.g. Salesforce)
  • Experience with process improvement methodologies (PPI, Lean)
  • Project management experience and ability to manage multiple concurrent initiatives
  • Experience with laboratory systems and software integration preferred
  • Experience working in matrixed organizations


Knowledge, Skills, Abilities
  • Excellent written and verbal communication and presentation skills across all organizational levels
  • Customer-focused with ability to build and maintain key relationships
  • Knowledge of quality management systems and compliance requirements
  • Strong analytical and technical troubleshooting abilities
  • Advanced problem-solving and escalation management skills
  • Available to travel up to 50% as needed


Other
  • Must be legally authorized to work in the United States without sponsorship now or in the future.
  • Must be able to pass a comprehensive background check and drug screen.


Compensation and Benefits
The salary range estimated for this position based in Massachusetts is $92,900.00-$125,000.00.

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: https://jobs.thermofisher.com/global/en/total-rewards

About Thermo Fisher Scientific

Thermo Fisher Scientific Careers

Join the vibrant team at Thermo Fisher Scientific, a global leader in serving science and making the world healthier, cleaner, and safer. With a workforce of over 75,000 professionals, Thermo Fisher Scientific offers unparalleled job opportunities and a culture of innovation that propels your career to new heights. Work You’ll Do At Thermo Fisher Scientific, you will be part of a team that is dedicated to enabling our customers to make the world healthier. Whether you are involved in the development of life-saving drugs or innovative environmental solutions, your work will have a profound impact on society. Our commitment to leadership in the industry is unwavering. With Thermo Fisher Scientific, you will lead projects that set standards in scientific inquiry and market leadership. You will work at the intersection of science, technology, and industry expertise, driving digital innovation in every aspect of our business. Join our diverse team of professionals and engage in roles that span across various functions and disciplines. From research and development to marketing and sales, the breadth of job opportunities available means that you can find the perfect match for your skills and passions. Innovative Work As part of our team, you will have access to cutting-edge tools and technologies that foster creativity and innovation. Thermo Fisher Scientific is home to a dynamic range of career paths, all designed to challenge you and help you grow as a professional. Our employment philosophy emphasizes diversity and inclusivity, ensuring that all team members have the opportunity to thrive. We believe in nurturing talent through robust training programs, leadership development, and opportunities for career advancement. Be Part of a Great Team Working at Thermo Fisher Scientific means being part of a global network of enthusiastic, talented, and ambitious individuals. Our culture is built on collaboration, where each member’s unique skills and perspectives are valued. You will enjoy benefits that support both your professional growth and personal well-being. Future-Proof Your Career Embark on a journey of growth and continuous learning with Thermo Fisher Scientific. We offer a variety of training and development programs that cater to your interests and career goals. From internships for budding scientists to leadership training for aspiring executives, our programs are designed to equip you with the skills needed for a successful and fulfilling career. Explore Discover how our commitment to innovation leads to advancements in health and science: [Read More] Learn about our leadership in environmental sustainability and how you can contribute: [Read More] The Thermo Fisher Scientific Difference Our global presence and commitment to innovation mean that your work extends beyond borders and makes a tangible impact worldwide. The collaboration between our teams drives our leadership in the scientific community and contributes to a culture that embraces diversity and fosters professional growth. Stay Connected Join Our Team Search open positions that match your skills and interest. We are always on the lookout for passionate, curious, and driven team players. Explore our job opportunities and find out how you can contribute to our meaningful work. SEARCH THERMO FISHER SCIENTIFIC JOBS Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. READ CAREERS BLOG Job Alert Emails Customize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding opportunities that await at Thermo Fisher Scientific.
Learn more about Thermo Fisher Scientific
Size
130,000 employees
Market Cap
$213.3 billion
Industry
Net Income
$6.3 billion
Founded
1956
5 Year Trend
+16.5%
Revenue
$32.2 billion
NASDAQ

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