Technical Support Specialist II

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

About Thermo Fisher Scientific

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $40 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. Our distributed team of more than 130,000 colleagues delivers an outstanding combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD. For more information, please visit www.thermofisher.com.

How you will make an impact

We enable our team members to provide post-sales support (via phone or e-mail) to address technical product issues for our customers to ensure their happiness while building professional skills at the same time!

What you will do

• Follow Thermo Fisher Scientific protocols and procedures.
• Provide the highest level of customer service and technical support.
• Contribute to service knowledge base by crafting and uploading articles (i.e., manuals, procedures, troubleshooting guides).
• Demonstrate high levels of customer-facing soft skills.
• Interface closely with sales, service, and management to ensure customer happiness.
• Optimally communicate and exchange information among team members.
• Support Practical Process Improvement (PPI) methodology and participate in initiatives as required.
• Responsible for meeting all required department and company training goals and expectations. (Including the ability to train online and pass required courses)
• Conducts technical diagnosis of operational problems on various types of laboratory equipment and instrumentation.
• Keep up-to-date on new product introductions, technologies, market changes, competitors’ products, and new customer applications.
• Enter data into business systems and/or assign cases to the appropriate department.
• Support the Quality System and Quality Policy by following department procedures and work instructions.
• Work closely with Product Technical Specialists in the development of technical publications for problem solutions.
• Promote types of extended warranty/PM contracts on equipment and user training.
• Advise sales representatives of potential selling opportunities within accounts.
• Identify and report quality or compliance concerns to management and the Quality team and take immediate actions to assist customer.
• Complete all quality & compliance training requirements within defined timelines.
• Troubleshooting lab equipment model lines: This includes but is not limited to CO2 and microbiological incubators, refrigerated incubators, environmental chambers, ovens, furnaces, biological safety cabinets, shakers, hotplates, mixers, and dry baths.

Minimum Requirements/Qualifications:

• High school diploma or GED equivalent with 3 years proven experience working hands-on with electrical, mechanical, and/or refrigeration systems in manufacturing or field service environments.
• Associates Degree (or higher) in electrical or refrigeration is preferred.
• Good understanding of Information Technologies – networking, hardware, software, wireless installation, and the Internet. Solid understanding of TCP/IP Networking functions would be desirable.
• A minimum of 1 year customer-facing or remote customer service experience preferred.
• Must be able to coordinate and prioritize work, be proactive, take initiative, resolve problems, follow through, and simultaneously prioritize to ensure goals are met in a timely manner.
• Excellent digital literacy required, including Word, Excel, and email management.
• Excellent communication skills required; both oral and written.
• Able to present sophisticated ideas to non-technical audience and address customer problems with perseverance and a positi