Global Technical Support Central - Supervisor Digital at Thermo Fisher Scientific

📍 Job Overview

Job Title: Global Technical Support Central - Supervisor Digital
Company: Thermo Fisher Scientific
Location: Brno, Czechia & Eindhoven, Netherlands
Job Type: Full-Time, Hybrid (4 days on-site, 1 day remote)
Category: Technical Support Supervisor
Date Posted: 2025-06-18
Experience Level: Mid-Level (2-5 years)

🚀 Role Summary

Lead the 3rd and 4th line of tech support within the Global Technical Support Central (GTS-C) organization.
Enable New Product Introduction and provide remote and on-site support to customers.
Supervise a team of Subject Matter Engineers, ensuring constant quality and output of technical support.
Collaborate with cross-functional teams and contribute to the success of the GTS-C organization.

📝 Enhancement Note: This role requires a strong balance of technical expertise and leadership skills to drive success in a multi-cultural, complex environment.

💻 Primary Responsibilities

Team Leadership: Supervise a team of Subject Matter Engineers, providing education, training, coaching, and empowerment.
Resource Management: Ensure constant quality and output of technical support through resource planning, prioritization, and individual development plans.
Process Improvement: Identify barriers in the team and address them systematically via existing processes.
Cross-Functional Collaboration: Act as an effective champion of the field service organization within the factory, focusing on Agile Development and PMP.
Customer Support: Provide remote and on-site support to customers, ensuring GTS team results are fulfilled in line with globally accepted IMS documentation and GTS mission.

📝 Enhancement Note: This role involves a mix of strategic planning, team management, and hands-on technical support, requiring a versatile and adaptable skill set.

🎓 Skills & Qualifications

Education: Bachelor's or Master's degree in Computer Science, Physics, Electrical Engineering, or a related technical software field.

Experience:

Proven track record in leading small teams over 2 years in a service/customer-centric department.
Experience or affinity with IT, SW, or Digital Products.
Experience with New Product Introduction processes and Project Management preferred.
Experience with problem-solving methodologies (e.g., Kepner-Tregoe).

Required Skills:

Excellent communication ability (both face-to-face and via mail) and influencing skills.
Ability to move strategy into execution and report regularly.
Proactive and customer-focused approach, with a self-steering and outgoing personality.
Proven record of working well with cross-functional and cross-cultural teams.

Preferred Skills:

Knowledge of electron microscopy and ITIL Service Management.
Experience with Agile Development and PMP.

📝 Enhancement Note: While a technical background is essential, the ideal candidate will also possess strong leadership, communication, and influencing skills to drive team success.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate successful team leadership and management in a service or customer-centric environment.
Showcase problem-solving skills through case studies or project examples.
Highlight experience with New Product Introduction processes and Project Management.

Technical Documentation:

Provide documentation on team management strategies, process improvements, and customer support initiatives.
Include any relevant certifications or training in Agile Development, PMP, or ITIL Service Management.

📝 Enhancement Note: As this role focuses on team leadership and process improvement, a strong portfolio will emphasize these aspects while also showcasing relevant technical expertise.

💵 Compensation & Benefits

Salary Range: €55,000 - €70,000 per year (based on market research for mid-level technical support roles in the Netherlands and Czechia)

Benefits:

Competitive remuneration and annual incentive plan bonus.
Healthcare and employee benefits.
Career development prospects and attractive holiday package (40 days + 13 additional days).
Role based on-site with the option to work 1 day from home.

📝 Enhancement Note: Salary range is estimated based on market research for mid-level technical support roles in the Netherlands and Czechia, considering the hybrid work arrangement and regional cost of living.

🎯 Team & Company Context

🏢 Company Culture

Industry: Thermo Fisher Scientific operates in the scientific research and healthcare industries, focusing on providing innovative laboratory equipment, reagents, and consumables to customers worldwide.

Company Size: With over 75,000 employees across 50 countries, Thermo Fisher Scientific offers a large and growing global employer with ample career progression opportunities.

Founded: 2006 (as a result of the merger of Thermo Electron and Fisher Scientific)

Team Structure:

The Global Technical Support Central (GTS-C) organization focuses on providing technical support to customers.
The GTS-C Digital Supervisor role reports directly to the GTS Central SW & Digital Manager.
The role involves supervising a team of Subject Matter Engineers and collaborating with cross-functional teams within the GTS-C organization.

Development Methodology:

The GTS-C organization follows Agile Development methodologies for project management and process improvement.
The role requires experience with Agile Development and PMP, as well as a strong understanding of ITIL Service Management principles.

Company Website: thermofisher.com

📝 Enhancement Note: Thermo Fisher Scientific's company culture emphasizes innovation, collaboration, and customer focus, providing an excellent environment for the GTS-C Digital Supervisor to thrive.

📈 Career & Growth Analysis

Technical Support Supervisor Career Level: The GTS-C Digital Supervisor role is a mid-level position that requires a balance of technical expertise and leadership skills. This role offers opportunities for growth in team management, process improvement, and technical support.

Reporting Structure: The role reports directly to the GTS Central SW & Digital Manager and involves supervising a team of Subject Matter Engineers.

Technical Impact: The GTS-C Digital Supervisor plays a crucial role in ensuring the quality and output of technical support, enabling New Product Introduction, and providing remote and on-site support to customers. This role has a significant impact on customer satisfaction and the overall success of the GTS-C organization.

Growth Opportunities:

Team Expansion: As the role involves supervising a team of Subject Matter Engineers, there is potential for team expansion, providing opportunities for additional management responsibilities.
Process Improvement: The role offers opportunities to identify and address barriers in the team, driving continuous improvement in the GTS-C organization's processes.
Technical Expertise Development: The role requires a strong understanding of IT, SW, or Digital Products, providing opportunities for the candidate to develop their technical skills and expertise.

📝 Enhancement Note: The GTS-C Digital Supervisor role offers a unique blend of technical and leadership challenges, providing ample opportunities for career growth and development.

🌐 Work Environment

Office Type: The role is based on-site, with the option to work 1 day from home. The office environment is collaborative, with a strong focus on cross-functional teamwork and customer support.

Office Location(s): Brno, Czechia & Eindhoven, Netherlands

Workspace Context:

Collaboration: The role involves close collaboration with cross-functional teams within the GTS-C organization, as well as with customers.
Work Tools: The role requires access to relevant software tools, such as project management platforms, customer relationship management systems, and technical support software.
Work Schedule: The role follows a standard work schedule (Monday-Friday), with the option to work 1 day from home.

Work Schedule: Standard work schedule (Monday-Friday) with the option to work 1 day from home.

📝 Enhancement Note: The hybrid work arrangement offers a flexible balance between on-site collaboration and remote work, allowing the candidate to optimize their work environment for productivity and team engagement.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess communication skills and initial fit for the role.
Technical Assessment: A hands-on assessment of the candidate's problem-solving skills, team management experience, and understanding of IT, SW, or Digital Products.
Behavioral Interview: An in-depth discussion of the candidate's leadership style, customer focus, and process improvement experience.
Final Interview: A meeting with the hiring manager to discuss the candidate's fit for the role and the GTS-C organization.

Portfolio Review Tips:

Highlight successful team leadership and management experiences, emphasizing problem-solving and process improvement initiatives.
Include case studies or project examples that demonstrate the candidate's technical expertise and understanding of IT, SW, or Digital Products.
Showcase any relevant certifications or training in Agile Development, PMP, or ITIL Service Management.

Technical Challenge Preparation:

Brush up on problem-solving methodologies (e.g., Kepner-Tregoe) and be prepared to discuss their application in a team management context.
Familiarize oneself with Agile Development, PMP, and ITIL Service Management principles and be ready to discuss their relevance to the role.
Prepare examples of successful customer support initiatives and be ready to discuss the challenges and solutions involved.

ATS Keywords: Project Management, Agile Development, PMP, ITIL Service Management, Team Leadership, Customer Support, Technical Support, Problem-Solving, Cross-Functional Teams, Cross-Cultural Collaboration, New Product Introduction, Process Improvement

📝 Enhancement Note: The interview process for the GTS-C Digital Supervisor role is designed to assess the candidate's technical expertise, leadership skills, and cultural fit within the GTS-C organization.

🛠 Technology Stack & Web Infrastructure

Relevant Technologies:

Project Management: JIRA, Confluence, or similar platforms.
Customer Relationship Management: Salesforce, Zendesk, or similar systems.
Technical Support Software: ServiceNow, Freshdesk, or similar tools.
Collaboration Tools: Microsoft Office Suite, Google Workspace, or similar productivity suites.

📝 Enhancement Note: The technology stack for the GTS-C Digital Supervisor role is focused on project management, customer relationship management, and technical support software, with an emphasis on collaboration and cross-functional teamwork.

👥 Team Culture & Values

GTS-C Team Values:

Customer Focus: A strong commitment to providing exceptional customer support and ensuring customer satisfaction.
Collaboration: A culture of cross-functional teamwork and knowledge sharing within the GTS-C organization.
Innovation: A drive to continuously improve processes and technical support initiatives.
Integrity: A commitment to ethical and responsible business practices.

Collaboration Style:

Cross-Functional Integration: Close collaboration with cross-functional teams within the GTS-C organization, as well as with customers.
Code Review Culture: A focus on continuous improvement and knowledge sharing within the team.
Knowledge Sharing: A commitment to mentoring and coaching team members to develop their skills and expertise.

📝 Enhancement Note: The GTS-C team culture emphasizes customer focus, collaboration, innovation, and integrity, providing an ideal environment for the Digital Supervisor to drive success and growth.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Team Management: Balancing the needs and priorities of a team of Subject Matter Engineers while driving constant quality and output of technical support.
Process Improvement: Identifying and addressing barriers in the team and driving continuous improvement in the GTS-C organization's processes.
Customer Support: Providing remote and on-site support to customers, ensuring GTS team results are fulfilled in line with globally accepted IMS documentation and GTS mission.

Learning & Development Opportunities:

Team Management: Developing and refining team management skills through hands-on experience and mentoring opportunities.
Process Improvement: Expanding knowledge of Agile Development, PMP, and ITIL Service Management principles and their application in a technical support context.
Technical Expertise: Deepening understanding of IT, SW, or Digital Products and their role in enabling New Product Introduction and customer support.

📝 Enhancement Note: The GTS-C Digital Supervisor role presents a unique blend of technical and leadership challenges, providing ample opportunities for growth and development.

💡 Interview Preparation

Technical Questions:

Team Management: Discuss your experience with team management, highlighting successful initiatives and the challenges you faced.
Process Improvement: Explain your approach to process improvement, providing examples of successful initiatives and the results they achieved.
Customer Support: Describe your experience with customer support, emphasizing remote and on-site support scenarios and the challenges you faced.

Company & Culture Questions:

GTS-C Organization: Research the GTS-C organization and be prepared to discuss its role within Thermo Fisher Scientific and its focus on customer support.
Customer Focus: Demonstrate your understanding of the importance of customer focus in the GTS-C organization and provide examples of how you have embodied this value in previous roles.
Innovation: Discuss your approach to innovation and provide examples of how you have driven process improvement and technical support initiatives in previous roles.

Portfolio Presentation Strategy:

Team Management: Highlight successful team leadership and management experiences, emphasizing problem-solving and process improvement initiatives.
Customer Support: Showcase examples of remote and on-site customer support, demonstrating your ability to provide exceptional support and ensure customer satisfaction.
Technical Expertise: Include examples of your technical expertise in IT, SW, or Digital Products, demonstrating your ability to enable New Product Introduction and drive technical support initiatives.

📝 Enhancement Note: The interview process for the GTS-C Digital Supervisor role is designed to assess the candidate's technical expertise, leadership skills, and cultural fit within the GTS-C organization, with a focus on team management, process improvement, and customer support.

📌 Application Steps

To apply for the Global Technical Support Central - Supervisor Digital position:

Submit your application through the application link provided.
Portfolio Customization: Tailor your portfolio to emphasize successful team leadership and management experiences, problem-solving initiatives, and technical expertise in IT, SW, or Digital Products.
Resume Optimization: Highlight your experience with people management, IT, SW, or Digital Products, New Product Introduction processes, and Project Management. Include relevant keywords to optimize your resume for the ATS system.
Technical Interview Preparation: Brush up on problem-solving methodologies, Agile Development, PMP, and ITIL Service Management principles. Prepare examples of successful team management, process improvement, and customer support initiatives.
Company Research: Familiarize yourself with Thermo Fisher Scientific's company culture, the GTS-C organization's role within the company, and the importance of customer focus in the GTS-C team.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with Thermo Fisher Scientific before making application decisions.

Global Technical Support Central - Supervisor Digital