Technical Support Specialist II

at  Thermo Fisher Scientific

MINIMUM REQUIREMENTS/QUALIFICATIONS:

• High school diploma or GED equivalent. Associates Degree (or higher) in electrical or refrigeration is preferred.
• 3 years experience working hands-on with electrical, mechanical, and/or refrigeration systems in manufacturing or field service environments.
• 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.
• Must be able to coordinate and prioritize work, be proactive, take initiative, resolve problems, follow through, and simultaneously prioritize to ensure goals are met in a timely manner.
• Excellent digital literacy required, including Word, Excel, and email management.
• Excellent communication skills required; both oral and written.
• Able to present sophisticated ideas to non-technical audience and address customer problems with perseverance and a positive approach.
• Ability to work independently, be self-motivated, diligent, and organized.
• Strong interpersonal, self-motivational, & negotiating skills.

• 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. (Including the ability to train online and pass required courses)
• 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 biosafety cabinets, clean benches, CO2 incubators, refrigerated incubators, furnaces, microbiological incubators, ovens, vacuum ovens, shakers, stirrers and mixers.