Technical Support Specialist II, Water Analysis Instruments

Thermo Fisher Scientific • Madison, WI

18d • Remote

About The Position

The Technical Support Specialist II provides technical and application support for Thermo Fisher Scientific electrochemistry products, including Thermo Scientific Orion pH meters and electrodes. The role supports end users, channel partners, Customer Service, and commercial teams, primarily by phone and email. It applies knowledge of pH measurement and product applications to help customers select, use, and troubleshoot instruments for a broad range of samples, industries, and applications. The position is fully remote and aligned to the Eastern Time Zone; relocation assistance is not provided.

Requirements

• Bachelor’s degree in Biology, Chemistry, Environmental Science, or a related scientific field.
• At least 2 years of technical or laboratory experience.
• Strong written and verbal communication, listening, and customer service skills, including the ability to handle complex technical discussions.
• Strong analytical thinking and problem-solving skills.
• Ability to work independently and collaboratively as part of a cross-functional team.
• Strong organizational skills, including the ability to manage multiple priorities and meet performance metrics.

Nice To Haves

• Experience in wet chemistry or water quality.
• Proficiency with CRM systems such as Salesforce, Microsoft Office applications, and enterprise systems such as SAP or Baan.
• Technical writing experience.
• Experience with root-cause analysis, corrective actions, quality management systems, or continuous improvement methods.
• Hands-on experience with laboratory equipment and systems such as ovens, centrifuges, filtration equipment, freezers, incubators, shakers, hot plates, and remote monitoring systems.
• Experience training or mentoring other technical staff.

Responsibilities

• Recommend solutions, troubleshoot product and application issues, and resolve customer inquiries using education, experience, and product training.
• Respond to web-generated leads and recommend cost-effective products and solutions.
• Contribute to internal and external knowledge resources.
• Gather customer feedback and market trends and share insights with Marketing and R&D to support product development and continuous improvement.
• Partner with Quality teams to identify and escalate product issues, support resolution, and contribute to root-cause investigations as needed.
• Use the Customer Allegiance program to strengthen the customer experience.
• Provide training and develop application notes on relevant topics.
• Maintain product materials and website content.
• Collaborate with colleagues around the world to support product quality and customer satisfaction.

What This Job Offers

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