Technical Support Specialist II
at Thermo Fisher Scientific
Massachusetts, Massachusetts, USA -
Start Date | Expiry Date | Salary | Posted On | Experience | Skills | Telecommute | Sponsor Visa |
---|---|---|---|---|---|---|---|
Immediate | 13 Aug, 2024 | Not Specified | 13 May, 2024 | N/A | Microsoft Applications,Mechanics,Business Opportunities,Interpersonal Skills,Analytical Skills,English,Field Service,Microsoft Office,Technology Solutions | No | No |
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Description:
JOB POSITION SUMMARY
As a Technical Support Application Specialist, you will provide application consultation to all customers, internal and external. You will be expected to keep up to date with our technologies/applications and create a strong relationship with anyone requiring support. Utilizing different technologies and through effective troubleshooting, you will minimize disruption to the customer’s operations.
Job Title: Technical Support Application Specialist
Region of coverage: Global
Reports To: Global Technical Support Manager
Group/Division: Analytical Instruments Group (AIG) / Chemical Analysis Division (CAD)
Career Band: Band 5 (Technical Support Specialist II)
Product Line: Product Inspection
JOB REQUIREMENTS:
- Ability and willingness to travel 15% of time in a yearly basis as required.
- Fluent in spoken and written English, any additional language will be a plus.
- Valid Driving License
EDUCATIONAL QUALIFICATIONS
- Bachelor’s or Master degree preferred in Electronic, Mechanical or Mechatronic engineering or equivalent years of work experience with demonstrated required skills.
- Basic knowledge of radiation measurement technology is a plus.
- Knowledge of mechanics.
EXPERIENCE AND SKILLS IN ORDER OF PRIORITY
- A minimum of 5+ years of experience in Field Service and/or Technical Support, preferably in an industrial equipment-manufacturing environment
- Experience with the product type specified in the key responsibilities section is highly recommended.
- Prior training experience desired
- Must be able to communicate effectively with a wide variety of people and have strong interpersonal skills
- Have a thirst for continuing improvement through the use of innovative technology solutions
- Proficient in Microsoft applications including Microsoft office.
- Strong analytical skills.
- Organizational skills with an ability to prioritize manage time effectively and meet agreed deadlines.
- Effective interpersonal, communication and listening skills.
- A dedication and commitment towards displaying a professional and positive attitude to work.
- An ability to think strategically and laterally in order to maximize business opportunities.
- An initiative taker who has the ability to work autonomously, and has an enthusiastic, energetic and positive attitude while being a supportive team player.
- Ability to create and foster meaningful and beneficial partnerships with our customers
Responsibilities:
KEY RESPONSIBILITIES:
- Responsible for providing technical assistance for the Product Inspection line.
- Take ownership of application related cases and proactively provide solutions to global customers.Customers are defined as:
- External: End Users, Machine Builders, OEM, Distributors/channel partners
- Internal: Field Service Engineers, Sales, Customer Service, R&D personnel, Spare Parts, etc.
- Record and track customer issues using the SalesForce Case Management system
- Meanwhile coverage all PI product lines (Checkweighers, Metal Detection and X-ray), this position will focus expertise in Checkweighing systems.
- Ensure that customers receive first class remote service and support in line with service agreements
- Provide general troubleshooting by sharing
- Knowledgebase articles, Checkweighing, Metal Detection and X-ray.
- How-to guides
- Other documentation and/or media
- When required, manage the escalation process to meet the customer’s needs.
- Escalation may be directed but not limited to:
- Senior Technical Support Product/Application Specialist
- Field Service/Application Engineer
- Customer Service
- Depot and Repair
- Sales representative
- R&D …
- Provide internal support to other departments on technical aspects, such as
- Engineering and Quality Control on product quality and reliability improvements.
- Repairs on warranty claims and repair requests.
- Product Management on product developments and improvements (NPI’s).
- Permanent involvement on Engineering and R&D meetings for latest updates and upgrades on products.
- Broadcast relevant new features and product improvements to Field Service/Application.
ADDITIONAL RESPONSIBILITIES:
- Deliver technical training to customers and help improve product user experience.
- Provide Field Service support on a case-by-case basis and coordinated with the FS Team.
- Make sure to follow up cases to implement and improve Customer Allegiance Score (CAS).
- In addition to the above other duties may be required by the employer to reflect business changes.
REQUIREMENT SUMMARY
Min:N/AMax:5.0 year(s)
Outsourcing/Offshoring
IT - Hardware / Telecom / Technical Staff / Support
Customer Service
Graduate
Electronic mechanical or mechatronic engineering or equivalent years of work experience with demonstrated required skills
Proficient
1
Massachusetts, USA