Technical Support Specialist II

1 month ago

Tewksbury, United States Thermo Fisher Scientific Full time

Job Description

Job Position Summary

As a Technical Support Application Specialist, you will provide application consultation to all customers, internal and external. You will be expected to keep up to date with our technologies/applications and create a strong relationship with anyone requiring support. Utilizing different technologies and through effective troubleshooting, you will minimize disruption to the customerâs operations.

Job Title:  Technical Support Application Specialist

Region of coverage: Global

Reports To: Global Technical Support Manager

Group/Division: Analytical Instruments Group (AIG) / Chemical Analysis Division (CAD)

Career Band: Band 5 (Technical Support Specialist II)

Product Line: Product Inspection

Key Responsibilities:

  • Responsible for providing technical assistance for the Product Inspection line.
  • Take ownership of application related cases and proactively provide solutions to global customers.
    Customers are defined as:
    • External: End Users, Machine Builders, OEM, Distributors/channel partners
    • Internal: Field Service Engineers, Sales, Customer Service, R&D personnel, Spare Parts, etc.
  • Record and track customer issues using the SalesForce Case Management system
  • Meanwhile coverage all PI product lines (Checkweighers, Metal Detection and X-ray), this position will focus expertise in Checkweighing systems.
  • Ensure that customers receive first class remote service and support in line with service agreements
  • Provide general troubleshooting by sharing
    • Knowledgebase articles, Checkweighing, Metal Detection and X-ray.
    • How-to guides
    • Other documentation and/or media
  • When required, manage the escalation process to meet the customerâs needs.
    • Escalation may be directed but not limited to:
      • Senior Technical Support Product/Application Specialist
      • Field Service/Application Engineer
      • Customer Service
      • Depot and Repair
      • Sales representative
      • R&D â¦
  • Provide internal support to other departments on technical aspects, such as
    • Engineering and Quality Control on product quality and reliability improvements.
    • Repairs on warranty claims and repair requests.
    • Product Management on product developments and improvements (NPI's).
  • Permanent involvement on Engineering and R&D meetings for latest updates and upgrades on products.
  • Broadcast relevant new features and product improvements to Field Service/Application.

Additional Responsibilities:

  • Deliver technical training to customers and help improve product user experience.
  • Provide Field Service support on a case-by-case basis and coordinated with the FS Team.
  • Make sure to follow up cases to implement and improve Customer Allegiance Score (CAS).
  • In addition to the above other duties may be required by the employer to reflect business changes.

Job Requirements:

  • Ability and willingness to travel 15% of time in a yearly basis as required.
  • Fluent in spoken and written English, any additional language will be a plus.
  • Valid Driving License

Your goals

  • Develop and maintain a service driven customer focus by staying in constant contact with customers, so as to maintain and improve customer satisfaction levels and drive business opportunities.
  • Earn and maintain customer loyalty by:
    • increasing your customer awareness.
    • providing effective and professional assistance to your customers.
    • forming enduring and trusting relationships with your customers.
    • being the foremost and single point of contact for your customer whenever practical.
    • recognizing your customersâ needs and showing you care.
    • being accountable to your customers.

Educational Qualifications

  • Bachelorâs or Master degree preferred in Electronic, Mechanical or Mechatronic engineering or equivalent years of work experience with demonstrated required skills.
  • Basic knowledge of radiation measurement technology is a plus.
  • Knowledge of mechanics.

Experience and skills in order of priority

  • A minimum of 5+ years of experience in Field Service and/or Technical Support, preferably in an industrial equipment-manufacturing environment
  • Experience with the product type specified in the key responsibilities section is highly recommended.
  • Prior training experience desired
  • Must be able to communicate effectively with a wide variety of people and have strong interpersonal skills
  • Have a thirst for continuing improvement through the use of innovative technology solutions
  • Proficient in Microsoft applications including Microsoft office.
  • Strong analytical skills.
  • Organizational skills with an ability to prioritize manage time effectively and meet agreed deadlines.
  • Effective interpersonal, communication and listening skills.
  • A dedication and commitment towards displaying a professional and positive attitude to work.
  • An ability to think strategically and laterally in order to maximize business opportunities.
  • An initiative taker who has the ability to work autonomously, and has an enthusiastic, energetic and positive attitude while being a supportive team player.
  • Ability to create and foster meaningful and beneficial partnerships with our customers

Work Environment

At Thermo Fisher Scientific, each one of our 80,000+ extraordinary minds has a unique story to tell. Join us and

contribute to our singular missionâenabling our customers to make the world healthier, cleaner and safer.

Thermo Fisher Scientific does not discriminate on the basis of race, color, religion, sex, sexual orientation,

gender identity, national origin, protected veteran status, disability or any other legally protected status.

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