Technical Product Support Specialist II

Thermo Fisher Scientific • Lenexa, KS

379d

About The Position

As a Technical Support Specialist II at Thermo Fisher Scientific, you will play a crucial role in delivering exceptional technical support for the Microbiology Division's product lines. This position emphasizes customer satisfaction and collaboration across various departments to enhance the overall customer experience. You will be responsible for processing customer inquiries, providing proactive support, and ensuring adherence to company protocols and procedures.

Requirements

• Bachelor of Science degree in Medical Technology, Clinical Laboratory Sciences, Microbiology, or Biology preferred.
• 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.

Nice To Haves

• Prefer experience in customer care and handling incoming and outgoing calls.
• Experience in molecular microbiology, including RT-PCR, is a plus.
• Familiarity with instrumentation for blood culture and AST is an advantage.
• Ability to travel.

Responsibilities

• Deliver dedicated Technical Support for the Microbiology Division's product lines across all market segments.
• Follow Thermo Fisher Scientific's 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 the 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.
• Provide sales leads to account managers.
• Keep product information up to date by working with Brand and Marketing Managers.
• Support and practice Practical Process Improvement (PPI) methodology.
• 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.

What This Job Offers

• Job Type: Full-time
• Industry: Computer and Electronic Product Manufacturing
• Education Level: Bachelor's degree