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Supervisor, Technical Engineering Center - Grand NY

Job in NY New York - USA , 14072
Company: Thermo Fisher Scientific Inc.
Contract position
Listed on 2021-03-16
Job specializations:
  • Customer Service/Help Desk
Job Description & How to Apply Below
Position:  Supervisor, Technical Engineering Center - Grand Island NY
Location: Grand Island
Job Description

Supervisor, Technical Engineering Center

Location: Grand Island, NY

Position Summary:

This position is responsible for the implementation of strategies and policies for Technical Support Tier 1 level activities in order to achieve service remote resolution and high level of customer satisfaction; ensuring professional support services to be delivered in the most effective and efficient way; and motivating and developing the team in a changing and fast pace business environment.

Job Description:

TEC Supervisor will be responsible for all activities, organization and coordination of Technical Service Engineering Center (TEC) Tier 1 level with regional peers. This individual will lead the development of the team and alignment with growth & remote resolution strategies.

Essential Functions

* Manage TEC Team Support activity to ensure quick resolution and maintain internal and external customer satisfaction.
* Ensure alignment with District Managers, Service Development and Tech Support teams for product success.
* Promote PPI and NPI support.
* Continually measure personal and team success.
* Collaborate with colleagues in other functions to leverage company relationships and drive new processes and technologies.
* Develop, review, maintain and manage key performance indicators for the team.
* May be required to support customer service help desk duty (email & phone) when needed (up to 30%)
* May be required to perform other related duties as required and/or assigned.

Minimum Qualifications (must have)

Education: Bachelor's degree with major in science or engineering and/or equivalent experience.


* Requires a minimum of 5 years of relevant experience in service support.
* Must have experience with LSG instruments; focus on qPCR, CE, NGS, Imaging support.
* Broad range of instrument knowledge is desirable.


* Must have good verbal and written communication skills.
* Excellent presentation skills.
* Candidate must possess excellent people skills to represent the company in a professional manner.
* Ability to present complex data and projects at the upper management level
* Experience in leading projects
* Strong team work, cooperation skills and ability to seek information
* Strong internal and external customer focus.
* Experience and ability in resolution of conflicts
* Efficient time management
* Willingness to travel (sometimes internationally
* Strong desire to support team and company goals

This position has not been approved for relocation.
Position Requirements
Less than 1 Year work experience
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