Service Support Specialist II
About The Position
When you’re part of the team at Thermo Fisher Scientific, you’ll do important work. As part of our team, you’ll contribute to meaningful work that impacts lives globally. Our Mission is to enable our customers to make the world healthier, cleaner and safer — and we achieve this through innovation, collaboration, and a commitment to excellence. We are seeking multiple Service Support Representatives to join our Global Service & Support organization at our sites throughout the year. In this role, you will deliver outstanding customer support for our scientific instrument install base, ensuring an exceptional service experience.
Requirements
- Bachelor’s degree (B.S. or B.A.) in Life Sciences, Business, or related field required
- 2+ years of customer service or customer-facing experience preferred
- Strong written and verbal communication skills
- Demonstrated critical thinking and problem-solving abilities
- Proficiency in standard computer applications
- Ability to quickly learn technical information
- Strong prioritization and organizational skills
- Customer-focused mindset with collaborative approach
- Excellent analytical and communication skills
Responsibilities
- Provide service and technical support for Thermo Fisher instruments via phone, email, and web inquiries
- Troubleshoot customer issues using available resources; escalate when appropriate
- Partner cross-functionally with Sales, Field Service, and Product teams to resolve service-related matters
- Participate in ongoing product training and technology updates
- Accurately document customer interactions in the Customer Management system
- Recommend improvements to knowledge tools and service processes
- Identify opportunities to enhance customer experience and service quality
- Contribute to team meetings and special projects
- Capture and document sales leads from customer interactions
- Minimal travel may be required
Benefits
- competitive compensation
- annual incentive bonus eligibility
- comprehensive healthcare
- a broad range of benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
