Service Support Specialist for Laboratory Automation
About The Position
Join Thermo Fisher Scientific’s Laboratory Automation Technical Support team as a Service Support Specialist III. Provide advanced Tier 3 technical support for partners and customer systems through structured troubleshooting, remote diagnostics, and on-site investigations. Work with partners’ Field Service Engineers and internal teams to support equipment performance, provide training, and build customer relationships. As a technical subject matter expert, collaborate with R&D, Product Management, Quality, and Field Service to resolve systemic issues, inform product improvements, and strengthen service capabilities across internal and partner organizations. The role calls for substantial independence and self-direction because the primary engineering and support teams are based in Finland. Work effectively across time zones, manage priorities autonomously, and collaborate remotely with global teams. The schedule is standard Monday through Friday, and the position requires travel up to 70% of the time. Some personal protective equipment may be required, such as safety glasses, gowning, gloves, a lab coat, or ear plugs.
Requirements
- Advanced degree and at least 3 years of experience, or a bachelor's degree and at least 5 years of experience, in technical service, laboratory automation, or a related field.
- Degree in engineering, computer science, electromechanical engineering, or a related discipline.
- Experience developing technical documentation, service standards, and troubleshooting methodologies.
- Technical expertise in instrument maintenance, repair, and troubleshooting.
- Proficiency in equipment installations, calibrations, and qualification protocols (IQ/OQ/PQ).
- Experience with laboratory automation platforms and control software systems.
- Advanced knowledge of Microsoft Windows operating systems and standard office applications.
- Strong problem-solving and analytical skills.
- Strong customer service and communication skills.
- Ability to work independently and collaboratively.
- Fluency in English.
- Valid driver's license and ability to travel up to 70% of the time.
- Ability to manage multiple priorities and maintain detailed service records.
- Experience with performance tracking and reporting systems.
Nice To Haves
- Experience with quality systems (GMP/GLP).
- Additional language skills.
Responsibilities
- Provide advanced Tier 3 technical support to partners and customer systems through structured troubleshooting, remote diagnostics, and on-site investigations.
- Work with partners’ Field Service Engineers and internal teams to support optimal equipment performance.
- Deliver training and build strong customer relationships.
- Collaborate with R&D, Product Management, Quality, and Field Service to resolve systemic issues and inform product improvements.
- Strengthen service capabilities across internal and partner organizations.
- Manage priorities autonomously and collaborate remotely with global teams across time zones.
- Maintain detailed service records and use performance tracking and reporting systems.
Benefits
- 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 of paid time off (PTO) and 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.
- Competitive 401(k) U.S. retirement savings plan.
- Employees’ Stock Purchase Plan (ESPP), with eligible colleagues able to purchase company stock at a discount.
- May be eligible for a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
