Technical Support Supervisor

PRODUKCE / OPERATIONS

When you’re part of Thermo Fisher Scientific, you’ll do challenging work, and be part of a team that values performance, quality and innovation. As part of a successful, growing global organization you will be encouraged to perform at your best.
With revenues of more than $20 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.

Key responsibilities

  • The position has the ownership for a section of the Technical Support structure, focused on the day to day activities of field support.
  • Project management – define and lead projects focused on improving product and process improvement
  • Be an effective champion of the field service organization within the factory (focus on project management process)
  • Specific deliverables associated with this position include:
  • Control and monitor the workload of the team
  • Ensure adherence the department's SLA’s
  • Leads the local Technical Support department to fulfill the Technical Support Mission
  • Resource management to ensure constant quality and output of technical support
  • Coordination and prioritization of resources to meet the field support requirements, including phone, e-mail and travel support. Ensure post mortems and resulting corrective actions are executed
  • Coordination of resources between technical support and continuous improvement activities for their team
  • Acts as a partner for the field and factory specifically in highlighting and resolving chronic issues, co-ordinate technical resources and communications effectively with the Technical Support field groups.
  • Responsibility for management, effective management of the team for maximum output, using resource planning, individual development plans
  • Ensures Technical Support team deliverables are fulfilled in line with globally accepted best practices, company strategy, vision and policy.
  • Regular evaluation of Technical Support staff
  • Management of Technical Support team competence structure and competence development (including education, training, coaching, empowerment and deployment)
  • Identification and development of possible substitutes on all relevant positions including Technical Support Manager
  • Technical Support department is properly equipped
  • Following the effective documents IMS, EMS and managing documentations.
  • Being an effective technical lead for their team, this will require occasional technical training

Requirements

  • University degree in a technical discipline or a combination of education and experience that demonstrate required skills
  • Min. 5 years of experience, with 2 years in leadership roles in engineering, operations, technical support or service management
  • Experience with problem solving
  • Basic knowledge of Electron Microscopy
  • English written and spoken min. level B2.
  • Proactive and customer oriented person
  • Demonstrated ability to lead and develop technical teams
  • Proven ability to effectively manage escalations and high pressure situations
  • Excellent communication ability is crucial to succeed in this position. Must demonstrate an ability to communicate effectively to a broad variety of audiences.
  • Must possess excellent working knowledge of effective project management, data analysis, budgets and resource planning
  • Systematic problem solving experience required
  • The ideal candidate will understand relevant technologies such as semiconductor manufacturing and semiconductor or related technology, or complex equipment manufacturing.

Competencies

  • Excellent communication ability (both written and verbal) and influencing skills including the ability to communicate complex technical concepts to a variety of audiences is critical to the success in this position
  • Enthusiastic and outgoing personality
  • Ability to work independently on multiple tasks
  • Proven ability to interact with cross-functional and cross-cultural teams
  • Ability and willingness to travel internationally

Location: CTP Brno - Slatina

CONTACT

Jack Houet

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jack.houet@thermofisher.com / +31 6 115 38 706