Technical Support Specialist LCMS

at  Thermo Fisher Scientific

JOB DESCRIPTION

We are seeking a Technical Support Specialist to join our team and provide exceptional support to our customers. In this role, you will specialize in offering consultation on our LSMS product line and be proficient in both English and French. You will have the opportunity to gain hands-on experience with LSMS equipment through field work, while also utilizing remote technologies to diagnose and resolve technical issues. Your expertise will be crucial in delivering timely resolutions and action plans for our field service colleagues. If you are passionate about providing outstanding technical support, utilizing innovative technologies, and making a significant impact on our customers’ experiences and spending time in the field working on our instruments, we invite you to apply for the position of. Join our team and contribute to the success of our customers and our organization.

Responsibilities:

• Connect with customers who have raised technical issues to minimize disruption to their analytical needs, either by assisting remotely or formulating detailed action plans for field service engineers.
• Provide technical support to customers via phone or electronic channels, covering hardware, software, and operations.
• Efficiently diagnose technical issues using internal tools and resources.
• Gain hands-on experience through field service activities, staying updated on LSMS knowledge in line with field service engineer guidelines.
• Handle all types of technical support tickets, meeting service level agreements.
• Optimize the diagnosis of contract and warranty service requests, communicating clear plans to field service.
• Consistently follow business procedures and meet performance metrics.
• Ensure exceptional experiences for both internal and external customers.
• Maintain accurate records in the service database for compliance regulations.
• Perform any other duties assigned by the Technical Support Manager and/or Supervisor.

Requirements:

Experience:

• Minimum of 3 years of professional experience working with LSMS systems, such as Tri-Hybrids, Hybrids, Triple Quad MS, and Nano LCs.
• Strong analytical thinking and problem-solving skills.
• Excellent interpersonal skills, self-motivation, and effective negotiation abilities.
• Outstanding communication skills, with the ability to convey complex technical issues clearly.
• Strong organizational abilities to handle multiple tasks of varying priority levels across divisions, functions, and regions.
• Proficiency in working from a home-office environment and effective remote teamwork.
• Willingness to travel

Apply today to be a part of our mission to accelerate research, solve complex scientific challenges, and drive technological innovation

• Connect with customers who have raised technical issues to minimize disruption to their analytical needs, either by assisting remotely or formulating detailed action plans for field service engineers.
• Provide technical support to customers via phone or electronic channels, covering hardware, software, and operations.
• Efficiently diagnose technical issues using internal tools and resources.
• Gain hands-on experience through field service activities, staying updated on LSMS knowledge in line with field service engineer guidelines.
• Handle all types of technical support tickets, meeting service level agreements.
• Optimize the diagnosis of contract and warranty service requests, communicating clear plans to field service.
• Consistently follow business procedures and meet performance metrics.
• Ensure exceptional experiences for both internal and external customers.
• Maintain accurate records in the service database for compliance regulations.
• Perform any other duties assigned by the Technical Support Manager and/or Supervisor