Technical Support Engineer II

Information Technology

Website Thermo Fisher Scientific Inc.

Together, we are making a difference in the world

Requisition ID: 183842BR

Location: Will work onsite 2-3 days a week in Carlsbad, CA or Grand Island, NY

About Thermo Fisher Scientific!

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $35 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 complex analytical challenges, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them. Our global team of more than 90,000 colleagues delivers an unrivaled 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 and Patheon. For more information, please visit www.thermofisher.com.

How you will make an impact!

We have a new opportunity for a Technical Support Engineer to join our team and take ownership for providing remote resolutions and preventing on-site service visits.

This role would be perfect for a candidate with a Bachelor’s or Master’s degree, but minimal experience in engineering and/or Life Sciences products and is looking for career progression, a new challenge or the ability to build skills within the medical device/biotech industry.

What you will do:

  • Provide customer support to solve instrument hardware, software and computer-related problems over the phone, via email and using remote support tools. This role also includes:
  • Provide support to achieve remote resolution when possible or assist the customer in reaching the best contact person for answering their questions.
  • Collaborate across functions within the organization to optimize instrument performance and enable the customer’s success.
  • Work closely with internal partners to prioritize all activities and champion a successful outcome for our customers.
  • Work as part of a team to achieve specific Global Service & Support (GSS) related targets focused at achieving outstanding customer support.
  • Champion product issues all the way to resolution with a positive demeanor throughout the process.
  • 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 remote resolution and dispatch avoidance
    • Focus on Customer Experience/Allegiance.
    • Support of JDI/PPI and other improvement pilots/projects as requested
    • Other duties as assigned.
  • Some travel will be required as needed for training and meetings.
  • Know the latest on scientific and industry trends and innovations

How will you get here?

EDUCATION/EXPERIENCE

A bachelor’s degree in science, engineering, or a related field with 0-2 years of experience is required.

Knowledge, Skills, Abilities

  • Ability to prioritize assignments
  • Able to work independently as well as work within a diverse team
  • Excellent written and oral communication skills in English and in one additional language (French, Spanish, Italian, German…)

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status