Note: The job is a remote job and is open to candidates in USA. Thermo Fisher Scientific is a leading company in healthcare and analytical instruments, seeking a Customer Support Specialist for their LC Software division. This role is essential for ensuring seamless integration of chromatography systems with the Empower Chromatography Data System, supporting customers and internal teams to drive successful outcomes in regulated environments.
Responsibilities
- Act as the primary subject-matter expert for SII integration between Thermo Fisher chromatography systems and Empower CDS
- Support customers in successfully running Thermo instrumentation on Empower, ensuring performance, reliability, and compliance in regulated environments
- Serve as the technical interface between Thermo Fisher and Waters for SII-related topics, including compatibility, issue resolution, and lifecycle changes
- Assist sales colleagues in pre-sales engagements to set clear expectations and address customer concerns related to Empower compatibility and SII capabilities
- Partner with TSS, IES, COE, and Software teams to support pre-sale positioning and post-sale execution
- Participate proactively in escalations related to SII/Empower integrations to accelerate resolution and protect customer confidence
- Provide guidance on data integrity, validation, and compliance considerations (e.g., 21 CFR Part 11) for Thermo instruments controlled via Empower
- Capture and share lessons learned, recurring issues, and best practices to improve SII reliability and customer experience
- Support standardization of workflows, documentation, and troubleshooting approaches aligned with Thermo Fisher’s PPI Business System
- Deliver targeted internal and customer-facing training related to SII-Empower operation and best practices
Skills
- Bachelor's degree in Chemistry, Engineering, Informatics, or a related scientific or technical discipline, or equivalent experience
- 7+ years of experience supporting chromatography systems and/or CDS integrations, with strong expertise in Empower
- Demonstrated experience enabling third-party CDS control of analytical instrumentation
- Experience working directly with customers in regulated Pharma/BioPharma environments (AD and/or QC)
- Ability to collaborate effectively across internal functions and external partners in a matrixed organization
- Ability to travel to customer locations up to 60% including overnight & international travel
- Recognized technical expert with the ability to build credibility and trust with customers and internal stakeholders
- Strong problem-solving skills with a structured, systems-level approach
- Clear and confident communicator, able to translate complex technical topics into practical guidance
- Proactive, self-directed, and comfortable operating independently with minimal supervision
- Strong sense of ownership and accountability for customer outcomes
- Ability to mentor peers and contribute to team capability building
Benefits
- Fully Remote
- First Shift (Days)
Company Overview
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