Technical Support/Maintenance Supervisor

Thermo Fisher Scientific • Charlotte, NC

3d • Onsite

About The Position

As a Technical Support Supervisor at Thermo Fisher Scientific, you'll guide a team delivering excellent technical support for our scientific instruments and solutions. You'll oversee day-to-day operations while ensuring exceptional customer service and technical problem resolution. This role combines leadership, technical expertise, and customer focus to drive team performance and customer satisfaction. Working closely with cross-functional teams, you'll manage workload distribution, implement quality standards, and drive continuous improvement initiatives. You'll mentor and develop team members while maintaining strong relationships with R&D, operations, sales, and quality teams to ensure comprehensive customer solutions. This position offers the opportunity to make a meaningful impact by enabling our customers to make the world healthier, cleaner, and safer.

Requirements

• Advanced Degree plus 3 years of experience, or Bachelor's Degree plus 5 years of experience in technical support or service in a related industry
• Demonstrated leadership experience managing technical teams
• Strong problem-solving and analytical skills with systematic approach to issue resolution
• Excellent written and verbal communication skills with ability to explain complex technical concepts
• Fluent English proficiency (minimum B2 level)
• Experience with CRM systems and technical support tools
• Project management and resource planning capabilities
• Proven ability to work effectively in cross-functional, multicultural environments
• Customer-centric mindset with focus on service excellence
• Strong interpersonal skills for coaching and developing team members
• Ability to analyze performance metrics and implement improvements
• Willingness to travel as needed (up to 25%)
• Experience with quality management systems and regulatory compliance
• Proficiency with Microsoft Office suite and remote support applications

Nice To Haves

• Preferred Fields of Study: Science, Engineering, Computer Science, or related technical field

Responsibilities

• Guide a team delivering excellent technical support for scientific instruments and solutions.
• Oversee day-to-day operations.
• Ensure exceptional customer service and technical problem resolution.
• Manage workload distribution.
• Implement quality standards.
• Drive continuous improvement initiatives.
• Mentor and develop team members.
• Maintain strong relationships with R&D, operations, sales, and quality teams.
• Ensure comprehensive customer solutions.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager