Technical Support Specialist II

Life Technologies

Full-time - Entry Level

Remote

10,001+ employees

Miscellaneous Manufacturing

About the position

The Technical Support Specialist II at Thermo Fisher Scientific is responsible for providing post-sales technical support to customers, ensuring their satisfaction with the company's products. This role involves troubleshooting laboratory equipment, contributing to service knowledge bases, and collaborating with sales and management to enhance customer experience. The position is fully remote, requiring effective communication and problem-solving skills to address technical issues efficiently.

Responsibilities

• Provide post-sales support via phone or email to address technical product issues for customers.
• Follow Thermo Fisher Scientific protocols and procedures to ensure high levels of customer service and technical support.
• Contribute to the service knowledge base by crafting and uploading articles such as manuals and troubleshooting guides.
• Demonstrate strong customer-facing soft skills and interface closely with sales, service, and management teams.
• Support Practical Process Improvement (PPI) methodology and participate in related initiatives as required.
• Conduct technical diagnosis of operational problems on various types of laboratory equipment and instrumentation.
• Keep up-to-date on new product introductions, technologies, and market changes.
• Enter data into business systems and assign cases to the appropriate department.
• Support the Quality System and Quality Policy by adhering to department procedures and work instructions.
• Work closely with Product Technical Specialists to develop technical publications for problem solutions.
• Promote extended warranty and user training opportunities to sales representatives.
• Identify and report quality or compliance concerns to management and assist customers as needed.

Requirements

• High school diploma or GED equivalent; Associate's Degree in electrical or refrigeration preferred.
• 3 years of hands-on experience with electrical, mechanical, and/or refrigeration systems in manufacturing or field service environments.
• Good understanding of Information Technologies, including networking, hardware, software, and wireless installation.
• Solid understanding of TCP/IP Networking functions is desirable.
• A minimum of 1 year of customer-facing or remote customer service experience preferred.
• Excellent digital literacy, including proficiency in Word, Excel, and email management.
• Strong communication skills, both oral and written, with the ability to present complex ideas to non-technical audiences.
• Ability to work independently, be self-motivated, diligent, and organized.
• Strong interpersonal, self-motivational, and negotiating skills.

Nice-to-haves

• Experience with troubleshooting lab equipment such as biosafety cabinets, incubators, and other laboratory instruments.
• Familiarity with quality and compliance training requirements.

Benefits

• Remote work flexibility
• Standard business hours on Eastern Standard Time
• Overtime opportunities as business needs dictate
• Travel for training and events (typically less than 10%)