Work Schedule
Standard (Mon-Fri)Environmental Conditions
OfficeJob Description
Overview
At Thermo Fisher Scientific, our mission is to enable our customers to make the world healthier, cleaner, and safer. As a Technical Support Specialist II, you will support our optical and spectroscopy product portfolio, including Gemini, TruScan, and TruNarc systems. You will provide technical support for handheld and portable analytical instruments used in safety, security, and field applications, working closely with customers and internal teams to resolve issues and improve product performance.
Key Responsibilities
Provide technical support for optical and spectroscopy instruments (Gemini, TruScan, TruNarc), including hardware, software, and application-related issues
Troubleshoot and resolve customer issues related to instrument performance, libraries, and measurement results
Support product launches and ongoing production activities, including collaboration with R&D, Quality, and Product Management
Document cases, issues, and trends in Salesforce.com; utilize Genesys Cloud for call handling
Perform root cause analysis and escalate complex issues appropriately while maintaining ownership of customer communication
Develop technical knowledge of optical systems, including spectroscopy principles and instrument configuration
Maintain service-level agreements (SLAs) and ensure high customer satisfaction
Support field teams (FSE, sales, channel partners) with technical inquiries and troubleshooting
Qualifications
Minimum:Bachelor’s degree in Chemistry, Physics, Engineering, or related field — or equivalent experience
2–4 years of technical support, field service, or laboratory experience with analytical instruments or related technologies
Basic understanding of spectroscopy (e.g., Raman, FTIR, or related optical techniques)
Experience troubleshooting hardware and software issues
Familiarity with CRM/support tools (e.g., Salesforce.com, Genesys or similar systems)
Strong communication skills (written and verbal) for customer interaction and documentation
Ability to work in a fast-paced, customer-facing support environment
Experience with handheld or portable analytical instruments (Raman, FTIR, or XRF)
Knowledge of field applications in safety, security, or hazardous material identification
Experience working with spectral libraries, method setup, or data interpretation
Familiarity with RF, embedded systems, or device connectivity
Previous experience supporting global customers or channel partners
Working Conditions & Competencies
Environment: Office-based with occasional handling of loaner equipment
Attributes:
Strong problem-solving and troubleshooting skills
Customer-focused with clear communication
Ability to manage multiple cases and priorities
Collaborative mindset working across cross-functional teams
Compensation and Benefits
The salary range estimated for this position based in Massachusetts is $66,000.00–$99,000.00.This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:
A choice of national medical and dental plans, and a national vision plan, including health incentive programs
Employee assistance and family support programs, including commuter benefits and tuition reimbursement
At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount
For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards
Skills Required
- Bachelor's degree in Chemistry, Physics, Engineering, or related field
- 2-4 years of technical support, field service, or laboratory experience
- Basic understanding of spectroscopy techniques
- Experience troubleshooting hardware and software issues
- Familiarity with CRM/support tools
- Strong communication skills for customer interaction
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 — The package includes a 401(k) with a strong company match and an employee stock purchase plan, which are viewed as meaningful components of total rewards.
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Leave & Time Off Breadth — Starting paid time off around three weeks, along with paid holidays, sick time, bereavement, volunteer time, and options to add more, is consistently highlighted as a strength.
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Parental & Family Support — Paid parental leave for primary caregivers plus additional bonding time, together with adoption/fertility assistance and childcare benefits, provides robust family support.
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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