The Field Application Specialist Manager, will manage a team of Field Applications Specialists supporting the products and services of industrial bioproduction business for purification technologies.
Responsible for planning, organization and control of all technical support activities for the Business Unit (e.g. demo, installation, alignment with technical support , training, customer follow up, escalation) and for controlling Support expenses and headcount plan.
Build high performing organization to achieve organizational objectives. Ensure the attraction, development and retention of high-caliber talent. Acts directly to motivate, coach and develop the team in a changing business environment.
Ensure that required technical support services for bioproduction products are delivered in the most effective and efficient way possible in order to achieve specific support related targets e.g. customer satisfaction and local/region/North America sales targets.
Responsible for tracking, controlling and reporting status of key metrics and the user base using the bioproduction Customer Relationship Manager database
Acts as a mentor and role to ensure effective communication and education in order to develop both Product and Application expertise.
Coordinates and manages all support activities (from In-House to Field and from Pre Sales to Post Sales) related to the Business Unit in order to deliver timely and high quality support services in line with FY Order Plan and priorities. Responsible for implementation of Support Business scheduling process (demo, alignment with technical support and Customer training scheduling).
Reviews relationships to existing internal partners and external customers related to the Business Unit and ensures a professional handling on different levels. Functions as mentor for crucial partner contacts to ensure interface with sales, marketing and service both on a pan North American level and corporate level.
Implements, coordinates and manages all support process (from In-House to Field and from Pre Sales to Post Sales) related to the Business Unit such as activities reports, customer escalation. Always seeks for improvements and/or new process and procedures. Implements company policies and act as company representative for the support business.
Leadership: communicate a positive and enthusiastic vision to other team leaders and support staff in order to maintain a high individual and team motivation and performance.
Ensure continuous up-to-date knowledge in the technology field and related area. Ensure that customer related information is shared via Sales and Marketing Department
Bachelor degree in life sciences with profound knowledge in biotechnology and bioprocess.
Strong leadership and management skills. Good communication, presentation and interpersonal skills. Customer focus. 5+ years in a management or supervisory role.
Experience or understanding of the bioprocess market, 5+ years working directly in bioprocess industry preferred.
Fluency in English orally and in writing.
Agility and flexibility working in a matrixed environment.
Excellent communication & presentation skills.
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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.
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.