Technical Product Support Specialist II

Thermo Fisher Scientific • Lenexa, KS

8d • Onsite

About The Position

What Makes This Opportunity Unique At Thermo Fisher Scientific, we are fully committed to excellence and innovation. As a Technical Support Specialist II, you will have a pivotal role in providing outstanding service and ensuring customer happiness. Join our enthusiastic team and excel in a dynamic environment where your demonstrated expertise will be highly regarded and your professional development will be cultivated.

Requirements

• Bachelor of Science degree in Medical Technology, Clinical Laboratory Sciences, Microbiology, or Biology.
• Hands-on experience in clinical, food safety, pharma, or molecular laboratory settings.
• Excellent oral and written communication, and problem-solving skills.
• Capacity to coordinate and prioritize tasks, be proactive, take initiative, resolve problems, follow through, and handle various responsibilities.
• Proficiency in Microsoft Office, including Word, Outlook, and Excel.
• Strong interpersonal, self-motivational, and negotiating skills.
• Ability to travel, as needed <25%.

Nice To Haves

• Experience in customer care and handling incoming and outgoing calls.
• Experience in molecular microbiology, including RT-PCR, is a plus.
• Fluency in French preferred.
• Familiarity with instrumentation for blood culture and AST is an advantage.

Responsibilities

• Deliver dedicated Technical Support for the Microbiology Division’s product lines across all market segments.
• Adhere to Thermo Fisher Scientific protocols, consistencies, and procedures to ensure right-first-time operations.
• Ensure that customer happiness objectives are met or exceeded.
• Deliver a high level of customer service to both internal and external customers.
• Collaborate with sales, customer service, management, quality, and other departments to improve customer experience.
• Collaborate with team members to exchange information and effectively implement solutions.
• Process customer calls and emails within Service Level Agreements (SLAs), offering technical assistance and follow-up.
• Record daily interactions with accurate information within ERP systems.
• Address product discrepancies, document appropriately, and follow up.
• Notify customers of Quality Systems field notifications per Standard Operating Procedures (SOP).
• Provide proactive technical support to customers requiring special handling from assigned regions.
• Assist Account Managers with technical information, product comparisons, substitutions, and alternates.
• Support Customer Service and other personnel regarding product inquiries, availability, and catalog numbers.
• Advise account managers of potential selling opportunities within accounts.
• Keep product information up to date by working with Brand and Marketing Managers.
• Support and practice Practical Process Improvement (PPI) methodology.
• Leverage AI for process improvement.
• Attend professional workshops and seminars as assigned.
• Present training topics on current trends in microbiology.
• Promote the Microbiology Division at tradeshows and events.
• Stay updated on new product introductions, technologies, market changes, competitors’ products, and new customer applications.
• Demonstrate high levels of customer-facing soft skills.
• Assist Customer Service with orders and phone calls as needed.
• Report any actual or potential safety hazards to the appropriate personnel.

Benefits

• The company offers a mission to enable customers to make the world healthier, cleaner and safer.
• The company provides opportunities for professional development.
• The company offers a supportive and dynamic work environment.
• The company provides opportunities to build rewarding careers.
• The company offers a global team with innovative technologies, purchasing convenience and pharmaceutical services.
• The company ensures individuals with disabilities are provided reasonable accommodation.
• The company is an Equal Opportunity Employer.

What This Job Offers

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