Work Schedule
First Shift (Days)Environmental Conditions
Laboratory SettingJob Description
Position Summary
The Customer Support Specialist - LC (Liquid Chromatography) Software plays a critical role in enabling Thermo Fisher Scientific chromatography systems to operate seamlessly on the Empower™ Chromatography Data System (CDS) through Seamless Instrument Integration (SII). This role serves as the technical and functional bridge between Thermo Fisher Scientific and Empower, ensuring reliable, compliant, and scalable integration of Thermo instrumentation within customer Empower environments.
Operating within the HPCS Business Unit of the CMD Division, the SII Empower Expert supports both Analytical Development (AD) and Quality Control (QC) customers who standardize on Empower as their CDS. The role works collaboratively with internal stakeholders—including Commercial, Technical Sales Support (TSS), IES/Service, COE, and Software teams—as well as external partners and customers, to support pre-sale positioning, post-sale execution, and long-term customer success.
The Customer Support Specialist - LC Software operates in a hybrid environment, balancing home office and customer-facing activities, and requires strong technical expertise, cross-functional influence, and the ability to manage complex integrations across matrixed organizations.
Key ObjectivesAct as the primary subject-matter expert for SII integration between Thermo Fisher chromatography systems and Empower CDS.
- Support customers in successfully running Thermo instrumentation on Empower, ensuring performance, reliability, and compliance in regulated environments.
- Serve as the technical interface between Thermo Fisher and Waters for SII-related topics, including compatibility, issue resolution, and lifecycle changes.
- Assist sales colleagues in pre-sales engagements to set clear expectations and address customer concerns related to Empower compatibility and SII capabilities.
- Partner with TSS, IES, COE, and Software teams to support pre-sale positioning and post-sale execution.
- Participate proactively in escalations related to SII/Empower integrations to accelerate resolution and protect customer confidence.
- Provide guidance on data integrity, validation, and compliance considerations (e.g., 21 CFR Part 11) for Thermo instruments controlled via Empower.
- Capture and share lessons learned, recurring issues, and best practices to improve SII reliability and customer experience.
- Support standardization of workflows, documentation, and troubleshooting approaches aligned with Thermo Fisher’s PPI Business System.
- Deliver targeted internal and customer-facing training related to SII-Empower operation and best practices.
Requirements
- Bachelor’s degree in Chemistry, Engineering, Informatics, or a related scientific or technical discipline, or equivalent experience.
- 7+ years of experience supporting chromatography systems and/or CDS integrations, with strong expertise in Empower.
- Demonstrated experience enabling third-party CDS control of analytical instrumentation.
- Experience working directly with customers in regulated Pharma/BioPharma environments (AD and/or QC).
- Ability to collaborate effectively across internal functions and external partners in a matrixed organization.
- Ability to travel to customer locations up to 60% including overnight & international travel
Desirable Personality Traits & Skills
- Recognized technical expert with the ability to build credibility and trust with customers and internal stakeholders.
- Strong problem-solving skills with a structured, systems-level approach.
- Clear and confident communicator, able to translate complex technical topics into practical guidance.
- Proactive, self-directed, and comfortable operating independently with minimal supervision.
- Strong sense of ownership and accountability for customer outcomes.
- Ability to mentor peers and contribute to team capability building.
Skills Required
- Advanced degree plus 3 years, or Bachelor's degree plus 5 years in developing and implementing adult learning programs and e-learning content
- Preferred fields of study: Electrical Engineering, Mechanical Engineering, Mechatronics, Physics, or related technical field
- Technical understanding of electron microscopy or analytical instrumentation systems
- Effective instructional and presentation skills for both in-person and virtual training delivery
- Advanced English language proficiency in both verbal and written communication
- Ability to translate complex technical concepts into clear, understandable training materials
- Interpersonal skills with ability to engage and motivate diverse learners
- Demonstrated ability to work independently
- Experience with learning management systems and training program development
- Practical approach to problem-solving and technical instruction
- Ability to travel up to 30-40% for training delivery and customer support
- Innovative mindset for developing effective learning solutions and training methods
- Project management and organizational capabilities
- Collaboration skills for working with global, cross-functional teams
Thermo Fisher Scientific Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Thermo Fisher Scientific and has not been reviewed or approved by Thermo Fisher Scientific.
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Retirement Support — Retirement programs include a strong company 401(k) match and an employee stock purchase plan that add meaningful long‑term value. Feedback suggests these features stand out among core financial benefits even when base pay feels average.
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Healthcare Strength — Health coverage offers multiple national medical options alongside dental and vision, with company‑paid life and disability coverage. This breadth is considered a solid foundation even if some costs may not be the lowest among peers.
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Parental & Family Support — Paid parental and caregiver leave, backup care, adoption assistance, and specialized family resources are available. Feedback suggests these supports are a notable plus for colleagues managing family and caregiving needs.
Thermo Fisher Scientific Insights
What We Do
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.
Why Work With Us
You will join a company which every colleague has the opportunity to create possibilities, for oneself, for our customers and patients. There is no more exciting place to be than at the forefront of solving problems which help improve lives around the world. As a company, we are committed to supporting your career aspirations and your journey.
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