Technical Support Specialist III
As the world leader in serving science, our work is more than something that fills our days – what we do has great purpose. Our industry-leading scale means unparalleled commercial reach, unique customer access and a global footprint. Our broad customer base, from research to clinical to commercial production means you can have a broad and meaningful impact here at Thermo Fisher Scientific. All while working in an environment where you will be supported, valued and rewarded for your performance.
Thermo Fisher Scientific Inc. 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 global team of more than 100,000 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.
TECHNICAL SUPPORT SPECIALIST III
This job is available in 7 locations:
- Finland
- Remote, Denmark
- Stockholm, Sweden
- Remote, Belgium
- Remote, Netherlands
- Remote, United Kingdom
- Remote, Switzerland
Job Description
As a Chrom Technical Support Specialist, you will provide product line consultation to customers and service personnel, primarily in your designated Region (Nordics).
You will be encouraged to keep up to date with our instrumentation and build/maintain a positive relationship with the field service team, by maintaining some field work to keep knowledge updated.
Utilising our remote technologies (such as Augmented Reality and various other digital tools) and through effective diagnosing, you will minimise disruption to the customer’s scientific operations and deliver a speedy resolution or formulating a concise action plan to our service colleagues.
Professional background in Electronics/Chemistry/Engineering or related subjects
Minimum 3 years experience servicing Thermo Fisher Scientific Analytical Instrumentation on Chrom instruments (IC, HPLC & ASE)
Proficient in English language
Key Responsibilities:
Connect with customers who have raised a technical issue to ensure minimal disruption to customer’s analytical needs by minimizing the need for onsite service whenever possible by providing a timely resolution or a detailed action plan to ensure the FSE can resolve the customer's issue on their first visit.
Provide technical support via phone or electronically to customers, involving hardware, software and operations
Diagnose efficiently utilising our internal tools to delight our customers!
Carry out Field Service activities to keep updated on your knowledge, in line with Field Service engineer guidelines
Handle all ticket types for Technical Support to meet our SLA's
Effectively plan and schedule corrective maintenance visits for in scope onsite service requests
Work to optimally diagnose all contract and warranty service requests with a clear plan to communicate to field service
Ability to consistently follow business procedures and meet performance metrics
Effectively ensure both internal and external customers receive exceptional experiences with every interaction!
Maintain highly accurate records in the service database for compliance regulations
Promote aftermarket products for the service organization and submit in our uLead program
All other duties as assigned by Technical Support Manager and/or Supervisor
