Application Support Manager, Northern Europe

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $50 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 sophisticated analytical challenges, growing efficiency in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them.

Why Join the ImmunoDiagnostics Team?

Help the World: By developing and marketing both analyzers and immunoassays, ImmunoDiagnostics offers patients around the world the benefits of predictive ability and earlier diagnosis. In 2022, we enabled close to 31 million patients globally to get the right diagnosis for their allergy and autoimmune diseases.

We look for an Application Support Manager, Northern Europe

Location: Northern Europe / remote

You as an Application Support Manager leads the ImmunoDiagnostics Application Support Team for Northern Europe. Thanks to your leadership the Application Team will operate in a cost efficient way and will meet and exceed our customer's expectations.

Your Responsibilities:

• Ensuring innovative application support operations covering application support, scientific support, instrument validations and qualifications, customer training, CEC support and workflow analyzes
• Implementing and supervising relevant service metrics and KPI's, initiating corrective actions where needed and supporting the Customer Excellence Team with complaint investigations and follow-up.
• Developing, implementing, and constantly reviewing customer user training concepts to satisfy evolving market trends in collaboration with the Customer Excellence Manager Europe
• Gaining insights from our customers through regular visits and actioning customer feedback to drive customer excellence across Northern Europe as well as acting as voice of our customers towards other functions in the organization, conveying market developments and ensuring pro-active strategic alignment
• Advising a team of subject matter authorities, covering Sweden, Finland, Denmark, Norway, UK, Netherlands, Ireland, Austria, Czech Republic, Switzerland, Slovakia and Germany.
• Owning the P&L for the Northern European Application support team and engaging in the AOP process
• Ensuring that the organization has the right structure and combination of talent, education, training and experience to achieve application support perfection and exceed customer expectations. Overall regional responsibility for Application Support talent development programs in the region.

Your qualifications:

• Validated experience in leading teams.
• Proven track record of working in a customer-centric environment and line management experience and working in a support organization
• Proficient in English, any other European language is an advantage
• Excellent communication skills
• Experience with crafting and hosting customer user trainings
• Experience working in an IDD Application environment preferred
• Willingness to travel up to 50%