Technical Support Specialist II at Thermo Fisher Scientific

Tewksbury, Massachusetts, United States

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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, BiotechnologyIndustries

Requirements

Bachelor’s degree in Chemistry, Physics, Engineering, or related field, or equivalent technical experience
3-5 years of experience in technical support, instrumentation, or analytical instrumentation service
Proven knowledge of spectroscopy principles and applications
Proficiency with CRM or case management systems
Outstanding analytical, communication, and problem-solving skills
Capability to handle numerous tasks simultaneously and work alongside cross-functional teams
Ensure strict compliance with internal quality and procedures for blocking issues

Responsibilities

Deliver advanced technical support for our world-class product lines
Diagnose and resolve hardware, software, and application issues efficiently via phone, email, and remote tools
Manage customer cases through Salesforce Service Cloud with meticulous documentation and timely follow-up
Work together with interdisciplinary groups to identify underlying reasons and put into effect necessary solutions
Support our innovative handheld instruments with troubleshooting and configuration tasks
Analyze technical trends and contribute to product and process improvements
Develop and maintain comprehensive knowledge articles and troubleshooting guides
Provide technical input for customer training, product launches, and new product introductions
Engage in key issue discussions to guarantee customer happiness

Skills

Key technologies and capabilities for this role

Salesforce Service CloudCRMspectroscopytroubleshootinganalytical instrumentationhardware supportsoftware supportremote toolsproblem-solvingcommunication

Questions & Answers

Common questions about this position

What is the pay range for this Technical Support Specialist II position?

The hourly pay range for this position based in Massachusetts is $32.00–$43.00. It may also be eligible for a variable annual bonus based on company, team, and/or individual performance.

What are the benefits offered for this role?

The position offers a comprehensive Total Rewards package including a choice of national medical and dental plans, and a national vision plan, including health incentive programs.

Is this Technical Support Specialist II role remote or office-based?

This information is not specified in the job description.

What skills and qualifications are required for this position?

Required qualifications include a Bachelor’s degree in Chemistry, Physics, Engineering, or related field (or equivalent), 3-5 years of experience in technical support or analytical instrumentation service, proven knowledge of spectroscopy principles, proficiency with CRM systems, and outstanding analytical, communication, and problem-solving skills.

What kind of team will I be working with in this role?

You will collaborate with Field Service, Engineering, Quality, and Product Management teams, working alongside cross-functional groups to implement solutions.

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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