Technical Support Specialist - LC/MS

March 31

🐊 Florida – Remote

Although this job is listed in Florida, this company may be open to hiring remote in other states.

🎸 Tennessee – Remote

Although this job is listed in Tennessee, this company may be open to hiring remote in other states.

+2 more states

🐊 Florida – Remote 🎸 Tennessee – Remote ⚔️ Virginia – Remote ⛰️ West Virginia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

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Thermo Fisher Scientific

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Thermo Fisher Scientific is the world leader in serving science, with annual revenue of more than $40 billion. Their mission is to enable customers to make the world healthier, cleaner, and safer by supporting life sciences research, solving complex analytical challenges, increasing laboratory productivity, and improving patient health through diagnostics and the development of life-changing therapies. With a global team, they offer innovative technologies and pharmaceutical services through brands such as Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon, and PPD.

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

10,000+ employees

Founded 1956

🧬 Biotechnology

💊 Pharmaceuticals

🔬 Science

📋 Description

• The LC/MS Technical Support specialist is responsible for creating an outstanding experience for new and existing customers. • The position will primarily be supporting LC/MS instrumentation and associated software for the Proteomics, Metabolomics and Lipidomics market, primarily using Orbitrap Mass Spectrometers coupled with nano-LC systems. • LC/MS Technical Support specialist will effectively use Augmented Reality, Artificial Intelligence and other digital tools to perform remote diagnostics and troubleshooting to ensure minimal disruption to customer’s analytical needs by minimizing the need for onsite service visits. • Provide technical support via phone or electronically to both external and internal customers, involving instrument hardware, software and instrument operations. • Provide application (Proteomics, Metabolomics and Lipidomics) support to customers. • Occasionally assist field service team to complete onsite repair calls. • Create, coordinate and manage all ticket types for Technical Support and Onsite service requests. • Assist in the development and implementation of plans to improve technical services including new and emerging digital capabilities, artificial intelligence tools while working towards corporate/individual revenue and customer allegiance goals. • Maintain highly accurate records in the service database for compliance regulations. • Promote aftermarket products and services for the service organization. • Effectively communicate competitive information and additional sales opportunities to Marketing and Sales Engineers. • Engage with factory for product improvements. • Achieve performance objectives personally and as a team. • Strive to increase customer satisfaction daily. • All other duties as assigned by Technical Support Manager and/or Supervisor.

🎯 Requirements

• Bachelor’s degree in Chemistry, Life Sciences or equivalent related experience required. • Minimum of 3+ years of relevant field service and application experience with LC/MS • Must be well versed with Orbitrap based mass spectrometers and nano-flow liquid chromatography systems • Keen ability to solve, diagnose and provide solutions to sophisticated problems • Able to communicate effectively with a variety of people • Adhere to OHS policies and procedures and ensure a safe workplace environment • Good interpersonal skills. • Detailed understanding of Windows based software, networking and PC hardware. • Ability to prioritize activities (tech support calls, training, travel, service calls and other group needs) and establish realistic schedules to meet requirements. • A positive attitude, motivated, competitive and high energy is required • Able to present complex ideas to non-technical audience and solve customer problems with persistence and a positive approach • Ability to work independently, be self-motivated and meticulous. • Ability to travel 30% of the time in a year for business purposes