Service Support Specialist for Laboratory Automation

Thermo Fisher Scientific • Rochester, NY

18d

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 closely with partners’ Field Service Engineers and internal teams to support equipment performance, deliver 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 requires independence and self-direction because primary engineering and support teams are based in Finland. Work effectively across time zones, manage priorities autonomously, and collaborate remotely with global teams.

Requirements

• An advanced degree and at least 3 years of relevant experience, or a bachelor’s degree and at least 5 years of relevant 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 conducting 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

• Additional language skills.
• Experience with quality systems (GMP/GLP).

Responsibilities

• Provide advanced Tier 3 technical support for partner and customer systems.
• Troubleshoot equipment through structured methods, 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.
• Serve as a technical subject matter expert.
• 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 independently and collaborate remotely across time zones.
• Maintain detailed service records and use performance tracking and reporting systems.

Benefits

• Variable annual bonus eligibility based on company, team, and/or individual performance results, in accordance with company policy.
• 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.
• Short- and long-term disability in accordance with company policy.
• Retirement and savings programs, including a competitive 401(k) U.S. retirement savings plan.
• Employees’ Stock Purchase Plan (ESPP), offering eligible colleagues the opportunity to purchase company stock at a discount.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior