Technical Support Specialist II

Thermo Fisher Scientific • Tewksbury, MA

43d • $32 - $43 • Onsite

About The Position

Join our ambitious team at Thermo Fisher Scientific Inc. as a Technical Support Specialist II! In this customer service role, you will provide outstanding support to our customers, ensuring a flawless experience through timely troubleshooting and resolution of complex technical issues. You will collaborate with Field Service, Engineering, Quality, and Product Management teams, successfully implementing solutions and contributing to continuous improvements.

Requirements

• Bachelor’s degree in Chemistry, Physics, Engineering, or related field, or equivalent technical experience.
• 3-5 years of experience in technical support, instrumentation, or analytical instrumentation service.
• Proven knowledge of spectroscopy principles and applications.
• Proficiency with CRM or case management systems.
• Outstanding analytical, communication, and problem-solving skills.
• Capability to handle numerous tasks simultaneously and work alongside cross-functional teams.

Nice To Haves

• Experience with Thermo Fisher products such as XRF, TruNarc and Gemini.
• Familiarity with hardware diagnostics and network configurations.
• Experience in regulated or forensic environments.
• Understanding ISO/GAMP standards and field service blocking issues.

Responsibilities

• Deliver advanced technical support for our world-class product lines.
• Diagnose and resolve hardware, software, and application issues efficiently via phone, email, and remote tools.
• Manage customer cases through Salesforce Service Cloud with meticulous documentation and timely follow-up.
• Work together with interdisciplinary groups to identify underlying reasons and put into effect necessary solutions.
• Support our innovative handheld instruments with troubleshooting and configuration tasks.
• Analyze technical trends and contribute to product and process improvements.
• Develop and maintain comprehensive knowledge articles and troubleshooting guides.
• Provide technical input for customer training, product launches, and new product introductions.
• Engage in key issue discussions to guarantee customer happiness.
• Ensure strict compliance with internal quality and procedures for blocking issues.

Benefits

• A 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 paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees