Support Analyst / Technical Support Specialist at Thermo Fisher Scientific

Adelaide, South Australia, Australia

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Scientific Instruments, Laboratory Automation, Life SciencesIndustries

Requirements

Bachelor’s or Master’s degree in Laboratory Science, Life Sciences, or Information Technology (or a related field)
Experience working with Laboratory Information Management Systems (LIMS)
Proficiency in programming languages such as C# and .NET
Strong customer service orientation with excellent interpersonal and communication skills
Flexibility to work rotational days/weekends and travel up to 25% domestically and internationally

Responsibilities

Deliver high-quality, customer-focused technical support for DSAS products such as SampleManager LIMS, Watson LIMS, and Integration Manager
Apply strong analytical and problem-solving skills to resolve complex technical issues efficiently
Follow IT service management (ITSM) protocols, including incident, problem, and service request management, as well as root cause analysis
Take full ownership of assigned support cases, from initial contact through resolution, ensuring compliance with service level agreements
Work with Customer Relationship Management (CRM) tools such as Salesforce or Atlassian Jira to manage customer interactions and track progress
Apply programming expertise in .NET and C# to diagnose and address technical challenges
Work with databases (MS SQL, Oracle, PostgreSQL) to perform basic administration tasks and design efficient SQL scripts
Demonstrate understanding of cloud platforms and container technologies, including Amazon Web Services (AWS) and Kubernetes
Build and maintain strong partnerships with internal teams such as TechOps, Development, and Professional Services
Communicate clearly and respectfully with customers and colleagues through both written and verbal channels
Handle challenging customer situations with professionalism and empathy
Proactively identify critical issues and collaborate with team leaders, managers, or development teams to drive timely resolutions
Contribute to the creation and maintenance of Knowledge Articles and technical documentation for DSAS products
Embrace and apply the Practical Process Improvement (PPI) Business System to improve the efficiency and quality of support operations
Travel domestically and internationally as needed to provide direct customer support and training
Represent Thermo Fisher Scientific as a trusted customer advocate, consistently demonstrating the company’s core values: Integrity, Intensity, Innovation, and Involvement

Skills

Key technologies and capabilities for this role

.NETC#MS SQLOraclePostgreSQLSQLAWSKubernetesSalesforceAtlassian JiraITSMSampleManager LIMSWatson LIMSIntegration Manager

Questions & Answers

Common questions about this position

What are the key technical skills required for this role?

The role requires proficiency in programming languages such as C# and .NET, working with databases like MS SQL, Oracle, and PostgreSQL, and understanding of cloud platforms including AWS and Kubernetes. Experience with Laboratory Information Management Systems (LIMS) is also essential.

Is this a remote position, or does it require office work?

The position is based in an office environment with rotational days and weekends, and requires up to 25% travel for on-site customer support and training.

What education is required for the Support Analyst role?

A Bachelor’s or Master’s degree in Laboratory Science, Life Sciences, or Information Technology (or a related field) is required.

What are the company's core values mentioned in the job description?

Thermo Fisher Scientific's core values are Integrity, Intensity, Innovation, and Involvement.

What makes a strong candidate for this Technical Support Specialist position?

Strong candidates will have a relevant degree, LIMS experience, proficiency in C# and .NET, analytical problem-solving skills, and the ability to handle customer interactions professionally while embracing process improvements like PPI.

Thermo Fisher Scientific

Provides life sciences products and services

About Thermo Fisher Scientific

Thermo Fisher Scientific offers a variety of products and services that support scientific research and healthcare, including laboratory equipment, reagents, and software solutions. Their products are used in applications like protein biology, real-time PCR, and sequencing, serving clients such as academic institutions and pharmaceutical companies. Unlike competitors, Thermo Fisher emphasizes customer support and education, helping clients optimize their experiments. The company's goal is to be a leading provider of life sciences solutions that contribute to a healthier and safer world.

Waltham, MassachusettsHeadquarters

1956Year Founded

$17MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

10,001+Employees

Risks

Increased competition in single-use bioprocessing may impact market share.

Sale of anatomical pathology business could create a temporary product gap.

Investment in miDiagnostics may face regulatory challenges affecting returns.

Differentiation

Thermo Fisher offers a comprehensive range of life sciences products and services.

Their well-known brands include Thermo Scientific, Applied Biosystems, and Invitrogen.

They provide strong customer support and educational resources to optimize client workflows.

Upsides

Expansion of biologics production facility enhances capacity for precision biologics monitoring.

Investment in miDiagnostics aligns with demand for rapid diagnostic solutions in BioPharma.

Collaboration with Mainz Biomed positions them in the growing cancer detection market.

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