[Remote] Technical Support Specialist II at Thermo Fisher Scientific

North Carolina, United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

High school diploma or GED equivalent with 3 years proven experience working hands-on with electrical, mechanical, and/or refrigeration systems in manufacturing or field service environments
Associates Degree (or higher) in electrical or refrigeration is preferred
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
Excellent digital literacy required, including Word, Excel, and email management

Responsibilities

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 (i.e., manuals, procedures, troubleshooting guides)
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
Responsible for meeting all required department and company training goals and expectations
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
Support the Quality System and Quality Policy by following department procedures and work instructions
Work closely with Product Technical Specialists in the development of technical publications for problem solutions
Promote types of extended warranty/PM contracts on equipment and user training
Advise sales representatives of potential selling opportunities within accounts
Identify and report quality or compliance concerns to management and the Quality team and take immediate actions to assist customer
Complete all quality & compliance training requirements within defined timelines
Troubleshooting lab equipment model lines: This includes but is not limited to CO2 and microbiological incubators, refrigerated incubators, environmental chambers, ovens, furnaces, biological safety cabinets, shakers, hotplates, mixers, and dry baths

Skills

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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