Technical Support Specialist II

November 7

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Thermo Fisher Scientific

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Analytical Instruments • Laboratory Supply Chain Programs and eCommerce • Laboratory Equipment • Lab Services • Specialty Diagnostics

10,000+

Description

• Provide post-sales support (via phone or e-mail) to address technical product issues. • 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. • 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. • 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.

Requirements

• High school diploma or GED equivalent. • Associates Degree (or higher) in electrical or refrigeration is preferred. • 3 years experience working hands-on with electrical, mechanical, and/or refrigeration systems in manufacturing or field service environments. • 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 positive approach. • Ability to work independently, be self-motivated, diligent, and organized. • Strong interpersonal, self-motivational, & negotiating skills.