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Thermo Fisher Scientific Technical Support Specialist III, Life Sciences - Remote/Field in Boston, Massachusetts

When you're part of the team at Thermo Fisher Scientific, you'll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you'll be supported in achieving your career goals.

The Technical Support Specialist III is a product expert that will provide remote service support for customers to optimize instrument performance. This customer facing role will troubleshoot instrument hardware, software and computer-related problems over the phone, via email and using remote support tools. This individual will have experience and be considered an expert on the Thermo Fisher Scientific instrumentation and have expertise in one of the following areas: qPCR, Sanger Sequencing, Next Gen Sequencing, Flow Cytometry, an/or Microarrayso they may act as a trusted advisor to our customers, thereby increasing customer satisfaction and loyalty and contributing to the overall success of the business. Ideal candidate will work from the office inCarlsbad, CA or Grand Island, NY or may be remote based.

Responsibilities:

Instrument Support

  • Provide remote support to our customers (both internal and external) to optimize instrument performance and enable the customer's success.

  • Works closely with internal partners to prioritize all activities and champion a successful outcome for our customers.

  • Contributes to achieve specific Global Service & Support (GSS) related targets focused at achieving world class customer support.

  • Acts within general Service and Support policies, business processes and procedures (PPP) and local procedures and rules.

  • Manage service requests and administrative responsibilities.

  • Willingness to assist customers, both external and internal, and follow issues all the way to resolution with a positive attitude.

  • Customer relationship management, written documentation of service activities, and effective interaction and communication with internal personnel, manufacturing, and sales.

  • Represent the company in a positive, professional manner in all dealings with Thermo Fisher Scientific customers, both external and internal.

  • Responsibilities include (but are not limited to):

  • Direct technical/hardware support assistance for customers

  • Focus on and willingness to strive for remote resolution and dispatch avoidance

  • Focus on Customer Experience/Allegiance.

  • Support of PPI and other improvement pilots/projects as requested

  • Other duties as assigned.

  • Some travel will be required as needed for training and meetings.

Business Excellence

  • Dive process improvement, identifying new opportunities and highlighting gaps in current portfolio

  • Support internal business and product development efforts through feedback on innovation pipeline

  • Stays current on scientific and industry trends and innovations

Minimum Qualifications:

  • BA or BS in science, engineering, or related field.

  • 3+ years of experience in lieu of education.

Preferred Qualifications:

  • Excellent written and oral communications skills

  • 2 or more years of experience using or repairing Thermo Fisher Scientific Life Sciences Instruments

  • Able to solve practical problems and deal with a variety of variables in situations where only limited standardization exists

At Thermo Fisher Scientific, each one of our 80,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission-enabling our customers to make the world healthier, cleaner and safer. Apply today http://jobs.thermofisher.com

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.

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