Job Information
ThermoFisher Scientific Technical Support Manager in Finland
Job Description
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team of more than 130,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD. For more information, please visit www.thermofisher.com .
About Finland
Our Finland locations include Vantaa and Joensuu, employing over 800 professionals in R&D, production, supply chain, quality, marketing, sales, and administrative support. We hire experts in different fields including engineering, chemistry, microbiology, and bioinformatics. Our Vantaa site develops laboratory automation solutions, clinical chemistry and industrial chemistry analyzers and assays, food safety kits, pipettes and other diagnostics and research solutions. It is conveniently located close to the Vantaankoski railway station. Please read more about Finnish sites, innovative work, and collaborative colleagues at https://jobs.thermofisher.com/global/en/finland .
How will you make an impact?
You will be accountable for providing global 2nd level technical and factory support for the Laboratory Automation product line. This role involves leading a team of Technical Support Specialists and collaborating closely with various functions such as Product Management, R&D, Operations and Quality. The Technical Support Manager actively participates in new product development projects and maintains regular communication with service organizations affiliated with our business partners. To thrive in this position, a customer-oriented mindset and a commitment to continuous improvement are essential.
What will you do?
Effectively lead and manage the Technical Support team, ensuring their productivity and professional development.
Ensure that service and support activities consistently meet customer expectations. Develop comprehensive service strategies, processes, tools, and training programs for this purpose and actively gather customer feedback for business planning and improvement initiatives.
Take the lead in handling advanced technical support calls, escalations, and meetings with our global partners' service teams, ensuring prompt and satisfactory resolutions.
Oversee the creation and maintenance of technical documentation, including service manuals and service bulletins, to facilitate effective troubleshooting and support.
Provide valuable service and support expertise for new product introduction (NPI) programs and ongoing sustaining projects, contributing to their success and ensuring customer satisfaction.
Take ownership of spare part management, ensuring accurate inventory levels, timely procurement, and efficient distribution to support service operations.
Lead service and support development projects and drive process improvements to enhance the overall efficiency, effectiveness, and quality of the Technical Support function.
How will you get here?
Minimum 5 years of experience in international field service or technical support for IVD or other regulated product lines
Leadership and managerial experience
Relevant university degree
Excellent written and spoken English skills; proficiency in other languages, such as Finnish, is advantageous.
Strong customer orientation with the ability to effectively communicate with customers and partners’ field service and support teams.
Proactive, independent, and persistent attitude.
Excellent collaboration and influencing skills with the ability to establish strong internal networks within the matrix organization for efficient work.
Strong execution skills, including the ability and willingness to challenge and streamline existing processes and practices.
In addition to the interesting and versatile job, we offer:
Compensation on various methods from annual bonus scheme to colleague recognition program
Variety of occupational health care services and insurance
Possibility to work remote with agile and mobile working methods
Epassi leisure benefit
Various hobby clubs with company sponsorship such as golf club, boating club, sport club etc.
Possibility to take part in our charity work
Career development and progression possibilities offered by our global network
Our comprehensive training platform and programs
Be part of our mission to enable our customers to make the world healthier, cleaner and safer
Please send in your application, including a cover letter, CV and salary request in English. Please apply via http://jobs.thermofisher.com/ by 12th of May 2024. Reference: R-01237142. Please apply as soon as possible, the position will be filled as soon as suitable candidate is found.
If you have questions about Thermo Fisher Scientific and/or the position - please contact Jaana Korhonen, Sr. Manager, Product Management, jaana.korhonen@thermofisher.com.
About us:
Each one of our 130,000 extraordinary minds has a unique story to tell. It’s not just a career, it’s a chance to realise your best – professionally and personally.
Join us and contribute to our mission—enabling our customers to make the world healthier, cleaner and safer: http://jobs.thermofisher.com
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.