Technical Support Manager, Olink proteomics

As a Technical Support Manager, you will lead a remote, US-based service operations team within Thermo Fisher Scientific's Global Service and Support. The role emphasizes operational excellence and customer satisfaction through performance metrics, effective escalation handling, and close cross-functional collaboration.

Location and compensation

• Location: Texas (remote)
• Salary: USD 92,900 - 125,000 per year
• Remote work: United States-based role

Responsibilities

• Lead and develop a high-performing technical support team while driving continuous improvement across product platforms and service delivery.
• Elevate the customer experience by optimizing technical support operations, implementing process enhancements, and fostering cross-functional collaboration.
• Oversee technical support metrics, manage customer escalations, and guide strategic initiatives while nurturing a culture focused on innovation and advocacy for customers.
• Work closely with Sales, Product Management, AS lab, and Data Science teams to ensure effective service delivery and sustain high customer satisfaction levels.

Requirements

• Education: Bachelor’s degree in Molecular Biology or a related field with 5+ years of experience in technical support operations or customer support; an advanced degree with 3+ years of relevant experience.
• Leadership: At least 1 year of demonstrated leadership or people management experience developing and supporting teams.
• Technical experience: Proficiency with service management systems and CRM platforms, such as Salesforce.
• Process improvement: Knowledge of methodologies including PPI and Lean.
• Project management: Ability to manage multiple concurrent initiatives and priorities.
• Technology and integration: Experience with laboratory systems and software integration is preferred.
• Travel: Availability to travel up to 50% as needed.

Technologies

• Salesforce

Benefits

• Health, dental, and vision plans
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement
• Paid time off, paid holidays, parental leave, life and disability insurance
• Retirement savings plan (401(k))
• Employee Stock Purchase Plan (ESPP)
• Bonus eligibility (variable annual bonus)

Other requirements

• Must be legally authorized to work in the United States without sponsorship now or in the future.
• Must be able to pass a comprehensive background check and drug screen.