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Technical Support

4 months ago

Remote, Oregon, United States Thermo Fisher Scientific Full time

Job Description

As part of the Thermo Fisher Scientific team, you'll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world's toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Discover Impactful Work:

We have an exciting new job opportunity with the world leader in the scientific community Would you like a hybrid technical support role where you split your time between working from home and occasionally traveling for work? We are looking for multifaceted individuals who can resolve problems and work directly with clients with whom you will form interpersonal relationships over time. Armed with product and service knowledge combined with energetic customer relationship skills, the Technical Support role provides customer support and technical assistance to both internal & external customers in a fast-paced environment.

Location Specific Information:

Territory: Up to 50% travel in the Hawaiian Islands and western US Mainland, including working from the home office.

A Day in the Life:
  • This position is a hybrid technical remote support and field service role based in Hawaii.
  • The position will primarily support Chromatography and Mass Spectrometry (MS), Ion Chromatography (IC), Discrete Analyzer (DIA), and Molecular Spectroscopy instruments and associated acquisition and data analysis software.
  • Additionally, will effectively use Augmented Reality and other digital tools to perform remote diagnostics to ensure minimal disruption to customer's analytical needs by minimizing the need for onsite service visits.
  • Provide technical support via phone or electronically to both external and internal customers, involving hardware, software, and instrument operations.
  • Create, Coordinate, and handle all ticket types for Technical Support and Onsite service requests.
  • Perform on-site installation and preventive maintenance of Chromatography and Mass Spectrometer (MS), molecular, ion chromatography, discrete analyzer, and trace analysis equipment at customer labs.
  • Handle personal parts inventories, complete job tasks, and complete service reports using service ticket management software.
  • Train customers on relevant equipment and software.
  • Provide a communication link between the customer and the company to help ensure that effective service is provided to the customer.
  • Regularly attend factory-provided technical and service training on the newest innovative products developed by Thermo Fisher Scientific.
  • Must be team-focused while working in conjunction with Service and Sales teams.
  • Review customer data and run factory protocols to troubleshoot instrumentation.
  • Share diagnostic information with engineering, factory, field service, management, and other personnel to expedite repairs.
  • Review technical bulletins and factory communications to stay up to date.
  • Provide a communication link between the customer and the company to help ensure that effective service is provided to the customer.
  • Provide accurate and timely completion of service reports, expense reports, and other administrative tasks.
  • Benefits include: Company car, cell phone, and laptop computer are provided
Keys of Success:Experience:
  • 3+ years of relevant field service and application experience with Chromatography and Mass Spectrometry (MS), Ion Chromatography (IC), Discrete Analyzer (DIA), and/or Molecular Spectroscopy instruments
Education:
  • High school diploma or equivalent required.
  • Bachelor's degree preferred or equivalent work experience

Knowledge, Skills and Abilities:

  • Adhere to OHS policies and procedures and ensure a safe workplace environment
  • Excellent interpersonal skills.
  • Detailed understanding of Windows-based software, networking, and PC hardware
  • Ability to prioritize activities (tech support calls, training, travel, service calls and other group needs) and establish realistic schedules to meet requirements
  • A positive attitude, motivated, competitive and high energy is required
  • Able to present complex ideas to non-technical audiences and solve customer problems with persistence and a positive approach
  • Ability to work independently, be self-motivated and meticulous.
  • Ability to travel 50% of the time in a year for business purposes
  • Keen ability to solve, diagnose and provide solutions to sophisticated problems
  • Able to communicate effectively with a variety of people

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us ). A one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.