Note: The job is a remote job and is open to candidates in USA. Thermo Fisher Scientific is hiring a Technical Support Specialist II to provide technical and application support for its electrochemistry products, including pH meters and electrodes. The role supports customers and internal teams with product selection, troubleshooting, training, customer inquiries, and collaboration on product quality and continuous improvement.
Responsibilities
- Use your education, experience and product training to recommend solutions, troubleshoot product and application issues, and resolve customer inquiries
- 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
Skills
- Bachelor's degree in Biology, Chemistry, Environmental Science or a related scientific field
- 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
- 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
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
- Variable annual bonus based on company, team, and/or individual performance results in accordance with company policy
Company Overview
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