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Thermo Fisher Scientific Service and Support Development Manager - Liquid Handling/Automation in New York, New York

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $25 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, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them.

This is a remote position that can be based anywhere in the U.S.

How will you make an impact?

You will oversee the implementation and support as well as directly servicing and developing services for our current and next generation instrument portfolio.

What will you do?

  • Support product development and coordinate timely execution of development milestones, new product launches, process development and support of existing products as established in the product commercialization process

  • Collaborate with other departments to identify opportunities to improve customer satisfaction, improve internal and customer-facing processes, and grow service revenues across product portfolios

  • Leverage analytical skills to plan or enhance complex systems and programs, resolve problems requiring a comprehensive awareness of automation and scientific fields

  • Work with internal teams to rapidly establish root cause and resolve issues identified in the field

  • Support internal service teams, training team and technical writers to ensure completion of all required project deliverables

  • Manage tactical and strategic decisions that impact Global Services and Business Partner portfolio management

  • Participate on integration related teams to efficiently onboard purchased technology

  • Work with individual Service Development Managers, Quality, R&D, Compliance Service Managers, Product Marketing and Service Marketing to drive service metrics, develop strategies and prioritize action plans to reduce service costs and improve customer satisfaction

  • Ensure that product changes are communicated through to the field support groups as required

  • Review Engineer Change Orders, Manufacturing Change Orders, document change orders that are impacting supported products

How will you get here?

Education

Bachelor's degree in Life Sciences, Engineering, or related discipline

Experience

  • 5+ years of Life Science industry experience

  • 3+ years supporting automation/ robotic liquid handling systems (Tecan, Hamilton, or Beckman)

  • Experience in service and support organization and/or product engineering/ R&D

  • Prior experience with GMP, regulatory markets, or clinical environments (FDA-regulated products strongly preferred)

Knowledge, Skills, Abilities

  • Excellent organizational management: able to manage multiple competing priorities simultaneously

  • Strong customer focus, ability to develop and support OEM vendor relationships, and clearly communicate technical information throughout the organization

  • Ability to create and understand effective business models to support new business development

  • Ability to travel up to 15% (domestic and international)

Our global team of more than 75,000 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 and Patheon.

*EVRD2020

*GTSDouble

Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.

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