Senior Manager, Customer Support and Field Services

Thermo Fisher Scientific • Bridgewater, NJ

7d • Remote

About The Position

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. Join our team as a Senior Manager of Customer Service at Thermo Fisher Scientific, where you'll guide and develop a customer care organization that delivers exceptional service to our customers. You'll support operational excellence while creating a culture of continuous improvement and innovation. Working closely with commercial partners and cross-functional teams, you'll implement strategic initiatives to enhance customer experience and achieve business targets.

Requirements

• Advanced degree plus 6 years of experience, or bachelor's degree plus 8 years of experience managing teams in a customer service environment
• 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
• Strong communication and relationship building skills across all organizational levels
• Experience with performance metrics, KPI tracking, and continuous improvement methodologies
• Fluency in English required
• 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

Nice To Haves

• Additional professional certifications in customer service management or related fields valued
• Additional language skills advantageous
• Experience in commercial and accounting areas preferred

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 5,001-10,000 employees