Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
The Support Analyst is a member of an EMEA Customer Services Team. The role will require the provision of high quality first and second line support to customers in the context of products supplied by Informatics. The high quality demanded by this position will be met by the analyst’s ability to respond to support incidents within target times and assist in activities designed to facilitate continuous improvements to helpdesk services. Analyst will need to be available to travel up to 25% of the time to provide support and training for current customers.
Responsibilities:
- Incident ownership from receipt to resolution and closure.
- Adherence to escalation procedures and customer service level agreements.
- Build working relationships with other departments of Thermo Fisher Scientific Informatics, particularly the development team.
- Escalate incidents to Informatics Research and Development or the Helpdesk Team Leader when required.
- Proactively learn new technologies as well as supported products.
- Involvement in PPI projects.
- Be prepared to visit customers for on-site relationship building or troubleshooting.
- Act as the Thermo Fisher Scientific customer ambassador.
- May be required to travel nationally and internationally.
- Communicate with customers in a professional and courteous manner.
- Provide technical solutions to incidents wherever possible.
- Work closely with the Helpdesk Team Leader and the EMEA Customer Services Manager to be aware of current standard and custom service levels.
- Other duties as assigned.
Minimum Requirements/Qualifications:
- Bachelor’s degree or Master’s degree (preferably Laboratory/Life Science/IT)
- > 2-8 years’ experience in the similar position is an asset
- Experience with LIMS is an asset
- Previously worked within a laboratory environment- good to have
- Programming knowledge (C# preferably).
- Databases skills
- Good command of a European language (Spanish, German, French etc) is a plus
- Excellent analytical and problem-solving skills
- Strong customer service acuity
- Open, honest communicator, with solid written and verbal communication skills
- Strong motivation to learn and to develop
- Demonstrates Thermo Fisher Scientific values – Integrity, Intensity, Innovation and Involvement
At Thermo Fisher Scientific, each one of our 70,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.
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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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