Technical Support Specialist I

Environmental Conditions
Office

Job Description

When you join us at Thermo Fisher Scientific, you’ll be part of an inquisitive team that shares your passion for exploration and discovery. With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and chances to create significant contributions to the world.

Job Duties:

• Provide outstanding technical support for LPD product lines.
• Strictly adhere to Thermo Fisher Scientific protocols and procedures.
• Ensure customer happiness objectives are met or exceeded.
• Deliver world-class customer service to both new and existing clients.
• Collaborate closely with sales, service, and management teams to increase customer happiness.
• Communicate effectively and exchange information with team members.
• Support and participate in Practical Process Improvement (PPI) initiatives.
• Meet all required department and company training goals and expectations.
• Maintain communication with customers to clarify status, cost, and timing of all service events.
• Perform flawless technical diagnosis on various laboratory equipment and instrumentation.
• Enter data into the Service Management system accurately.
• Stay updated on new product introductions, technologies, market changes, and competitors’ products.
• Promote and sell various extended warranty and PM contracts on equipment.
• Advise sales representatives of potential selling opportunities within accounts.

Minimum Requirements/Qualifications:

• HS Diploma or GED required.
• AS or BS degree or equivalent experience in Electronics, Refrigeration, or Mechanical Engineering preferred.
• Basic electronics and refrigeration experience a plus; on-the-job training considered.
• Ability to use remote support tools like Log Me In Rescue.
• 1-2 years customer service experience preferred; prior technical support experience strongly preferred.
• Excellent computer skills; proficiency in Word and Excel.
• Strong communication skills, both oral and written.
• Technical proficiency in instrumentation and electronics.
• Proven problem-solving skills.
• Strong interpersonal and self-motivational skills.
• Ability to travel for training and events as directed by Manager, typically less than 10%.

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