Technical Support Manager
Location: Onsite, India
Job Type: Full-Time
Category: Customer & Technical Support
Job ID: R-01340897
Work Mode: Fully Onsite
Work Schedule: Standard (Monday to Friday)
About the Role
Thermo Fisher Scientific is seeking a results-driven Technical Support Manager to lead and manage technical support operations for advanced analytical and scientific instruments. This role is critical to ensuring exceptional customer experience, operational excellence, and high service quality across research, industrial, and healthcare customer environments.
As a Technical Support Manager, you will oversee technical support teams, provide expert-level guidance on complex instrumentation issues, and act as a key interface between customers, field service teams, and internal stakeholders. This position offers the opportunity to work with cutting-edge technologies while supporting Thermo Fisher Scientific’s mission to make the world healthier, cleaner, and safer.
Key Responsibilities
Lead, coach, and manage technical support engineers to ensure timely and effective resolution of customer issues
Oversee installation, troubleshooting, maintenance, and repair support for complex analytical and scientific instruments
Act as a technical escalation point for advanced hardware, software, electronics, and mechanical issues
Ensure high levels of customer satisfaction by delivering consistent, high-quality technical support services
Collaborate with field service, quality, engineering, and product teams to resolve systemic issues and improve service processes
Monitor service metrics, customer feedback, and performance indicators to drive continuous improvement
Ensure adherence to safety standards, quality systems, and regulatory requirements
Support customer training initiatives, including equipment operation, maintenance best practices, and troubleshooting
Review and approve technical service documentation, reports, and root cause analyses
Manage resource planning, workload prioritization, and service readiness to meet customer and business needs
Education and Experience Requirements
Bachelor’s degree in Engineering, Electronics, Physics, Chemistry, or a related technical discipline
Minimum 6 to 10 years of relevant experience in technical support, field service, or customer support roles within analytical instruments, life sciences, or high-technology environments
At least 2 to 4 years of experience in a people management or technical leadership role
Hands-on experience installing, troubleshooting, and repairing complex analytical or scientific instrumentation
Advanced degree or relevant technical certifications are an advantage
Required Skills and Competencies
Strong expertise in electronics and mechanical troubleshooting, including component-level diagnostics
Experience supporting systems involving ultra-high vacuum, high-voltage equipment, or advanced analytical platforms is preferred
Excellent customer-facing communication skills, both written and verbal
Proven leadership, coaching, and team development capabilities
Strong organizational, time management, and problem-solving skills
Ability to read and interpret technical documentation, schematics, and service manuals
Proficiency with Microsoft Office applications and service management or CRM tools
Demonstrated ability to manage escalations, prioritize competing demands, and work independently
Commitment to safety, quality, and compliance standards
Ability to document service activities accurately and prepare detailed technical reports
Working Conditions
Onsite role based in India with regular interaction in laboratory and customer environments
Ability to travel up to 50–75% within the assigned territory as required
Physical ability to lift up to 50 lbs and work safely in laboratory and industrial settings
Why Join Thermo Fisher Scientific
At Thermo Fisher Scientific, work is more than a job—it is a mission-driven career. Employees contribute to scientific advancements that support cancer research, environmental protection, food safety, and public health worldwide. The organization offers a collaborative work culture, access to advanced technologies, and opportunities for professional growth and leadership development.
Equal Employment Opportunity
Thermo Fisher Scientific is an Equal Opportunity and Affirmative Action Employer. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status.
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