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Thermo Fisher Scientific Senior Technical Application Specialist, Nautilus LIMS in Boston, Massachusetts

The Senior Technical Application Specialist is a member of our Customer Services Team. The role provides high quality first- and second-line technical support to customers in the context of products supplied by Digital Science Business Unit. The high quality demanded by this position will be met by the analyst's ability to respond to support incidents within target times and assist in activities crafted to facilitate continuous improvements to help-desk services.

Work from Home! This remote position is available anywhere in the United States. We provide an IT equipment package and reimbursement for some home office expenses to help set up your office.

We provide technical support via phone, email and other electronic media and provide technical solutions to incidents wherever possible. Support specialists will connect with customers in a professional and courteous manner while guiding incidents through the incident lifecycle according to current guidelines, procedures, and customer service level agreements.

  • Work with other Digital Science departments including Development, TechOps, and Services

  • Offer development and skill training to other Technical Analysts on the team

  • Proactively learn and participate in training on new technologies as well as supported products

  • Maintain processes, tools, and documentation in support of the customer environments.

  • Participate in practical process improvement projects and activities

  • Visit customers for on-site relationship building or troubleshooting

  • Other related responsibilities as required and/or assigned to contribute to the efficient operation of the team and business

Education, Required

Bachelors degree in a Life Sciences, Computer Science, or related field or 3 years of equivalent experience.

Experience, Required

  • Minimum three (3) years of proven technical support experience in diagnosing and solving Nautilus LIMS application and system related problems.

  • Solid understanding of Windows Server administration

  • Grasp of relational database concepts

Experience, Preferred

  • Programming: C#, VB.Net for Nautilus Extensions

  • Databases: SQL, PL/SQL, DB Administration, Optimization; Knowledge of DB Models; Highly Available DB Architectures and Design

  • Experience with Nautilus LIMS or other LIMS product as an Administrator or Super User

  • Laboratory experience preferred

Knowledge, Skills, Abilities

  • Excellent verbal and written communication skills crucial

  • Multilingual - Spanish, Portuguese preferred

  • Ability to collaborate closely with people at all levels, from technical specialists to novice users

  • Hardworking, positive, self-motivated

  • Customer focused and committed to customer allegiance

  • Systematic approach to problem solving and strong sense of ownership

  • Ability to effectively prioritize and execute tasks in fast paced environment

  • Ability to travel up to 25% of the time including International

  • Open to working flexible hours.

Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.