Customer Support Manager

תיאור משרה

Thermo Fisher Scientific, the world leader in serving science, is looking for a Customer Support Manager to join our growing team in Israel.

This is a unique opportunity to play a key role in building and shaping our local customer support organization while working closely with global teams and delivering an exceptional customer experience.

Key Responsibilities
Serve as a primary point of contact for customers and collaborate closely with Sales, Technical Service, and Supply Chain teams.
Manage customer inquiries, escalations, and issue resolution to ensure a seamless customer experience.
Build, develop, and continuously improve customer support processes, tools, and infrastructure, including CRM, ERP, and service management systems.
Lead, coach, and develop a high-performing Customer Support team as the organization grows.
Monitor KPIs, analyze performance data, and drive operational excellence and continuous improvement.
Own customer escalations and coordinate cross-functional solutions.
Prepare performance and customer satisfaction reports for leadership.
Establish training programs and knowledge standards to ensure consistent, high-quality support.