Director, Global Technical Support and Training Position Available In Wake, North Carolina

Director, Global Technical Support and Training Thermo Fisher Scientific – 3.4

Raleigh, NC Job Details Full-time Estimated:

$141K – $184K a year 5 hours ago Qualifications Field service Customer service Technical support Microsoft Office Master’s degree Bachelor’s degree Product development Remote access software Business Administration Senior level Leadership Communication skills Mechanical knowledge Help desk 10 years Full Job Description Work Schedule Standard (Mon-Fri) Environmental Conditions Office Job Description 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. The Global Training and Technical Support Director leads the organization responsible for developing the systems, processes, tools and structure necessary to deliver world class training and technical support to our end users, channel partners, and our internal service team members. The Director will oversee the global team responsible for creating, implementing, and delivering training and certification solutions for technical service personnel.

Discover Impactful Work:

Develop and manage vision, strategy and roadmap for the global technical support and training organization. Lead and inspire a dynamic team to deliver top-tier global product training support for all Chemical Analysis Division (CAD) products. Oversee the implementation of processes to support new product introductions (NPI) from a service perspective Monitor key indicators of customer satisfaction, performance metrics, and feedback for support engineers Develop and implement incident management procedures for high severity events Ensure that our capabilities are aligned with customer demands including differences in product mix, region, languages and time zones Actively align with critical partners in the Commercial, R D and Marketing organizations Lead efforts to ensure product support, customer service, training, and field service readiness while enhancing involvement in product development. Develop and maintain training content and tools for blended learning technologies. Develop and manage operational budgets to strategically support and drive investment initiatives. Achieve revenue targets for external training and support offerings Responsible for driving the Customer Allegiance initiative Keys to

Success:

Education:

Bachelor’s degree in Technology or Technical Business Administration or a related field (master’s degree a plus)

Experience:

Candidates should have 10+ years of proven experience Demonstrated ability leading large teams (5 years)

Knowledge, Skills and Abilities:

Excellent problem-solving and communication skills Experience developing and implementing global technical support and training programs within a product/field services business. Ability to present, influence executives, and build positive relationships across the organization Proficient with MS Office Suite, eLearning systems, CRM systems (i.e. SFDC)

Preferred Qualifications:

Familiar with New Product Development Process and the role that the service organization plays in it Has worked in a service environment and has an excellent knowledge of customer service, field service, depot repair, and technical service Strong electro mechanical technical support experience and knowledge Strong customer focus and a passion for delivering excellent customer service Proficient in change management techniques and tools The ability to plan, coordinate, and prioritize multiple and simultaneous projects, issues, and activities Familiarity with remote desktop applications and help desk software Travel requirements: Ability to travel domestically and internationally. Benefits We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation!