Work Schedule
Standard (Mon-Fri)Environmental Conditions
OfficeJob Description
Job Title:Technical Support Specialist II
Location:
United States
Position Summary:Join our ambitious team at Thermo Fisher Scientific Inc. as a Technical Support Specialist II! In this customer service role, you will provide outstanding support to our customers, ensuring a flawless experience through timely troubleshooting and resolution of complex technical issues. You will collaborate with Field Service, Engineering, Quality, and Product Management teams, successfully implementing solutions and contributing to continuous improvements.
Key Responsibilities:- Deliver advanced technical support for our world-class product lines.
- Diagnose and resolve hardware, software, and application issues efficiently via phone, email, and remote tools.
- Manage customer cases through Salesforce Service Cloud with meticulous documentation and timely follow-up.
- Work together with interdisciplinary groups to identify underlying reasons and put into effect necessary solutions.
- Support our innovative handheld instruments with troubleshooting and configuration tasks.
- Analyze technical trends and contribute to product and process improvements.
- Develop and maintain comprehensive knowledge articles and troubleshooting guides.
- Provide technical input for customer training, product launches, and new product introductions.
- Engage in key issue discussions to guarantee customer happiness.
- Ensure strict compliance with internal quality and procedures for blocking issues.
- Bachelor’s degree in Chemistry, Physics, Engineering, or related field, or equivalent technical experience.
- 3-5 years of experience in technical support, instrumentation, or analytical instrumentation service.
- Proven knowledge of spectroscopy principles and applications.
- Proficiency with CRM or case management systems.
- Outstanding analytical, communication, and problem-solving skills.
- Capability to handle numerous tasks simultaneously and work alongside cross-functional teams.
- Experience with Thermo Fisher products such as XRF, TruNarc and Gemini.
- Familiarity with hardware diagnostics and network configurations.
- Experience in regulated or forensic environments.
- Understanding ISO/GAMP standards and field service blocking issues.
- Customer Focus & Ownership
- Technical Expertise
- Cross-Functional Collaboration
- Communication & Documentation Accuracy
- Constantly Improving Approach
Compensation and Benefits
The hourly pay range estimated for this position based in Massachusetts is $32.00–$43.00.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
Top Skills
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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