20 days old

Sr Technical Support Specialist

Colorado City, CO 81019
Location :
US - Colorado - Remote / Field|US - Florida - Remote / Field|US - Illinois - Remote / Field|US - Massachusetts - Remote / Field|US - New York - Remote / Field|US - North Carolina - Remote / Field|US - Oregon - Remote / Field|US - Pennsylvania - Remote / Field|US - Texas - Remote / Field|US - Washington - Remote / Field|US - West Virginia - Remote / Field
Job Description

Technical Support Analyst works within in a global team to provide technical support for Chromatography and Mass Spectrometry software products to customers within Thermo Fisher and externally. This will include: Support request ownership from receipt to resolution and closure, adherence to escalation procedures, customer service level agreements, training, implementation and support of customized customer specific solutions.

Key Responsibilities: (Bullets)

  • Managing customer support requests in a professional and efficient manner to resolution
  • Build working relationships with other departments of Thermo Fisher Scientific CMD, particularly within the software development and product teams
  • Proactively learn new information technologies and chemical techniques
  • Become an expert in the supported software products
  • Attend visit customers for on-site relationship building or troubleshooting
  • Be the intermediary between customer and Thermo Fisher to ensure mutually beneficial resolutions
  • Other duties as assigned

Minimum Requirements/Qualifications:

  • Working knowledge of Windows 10 and Windows Server
  • Comfortable with and effective at expressing and exchanging ideas, concepts and designs in a group setting.
  • Knowledge of chromatography or mass spectrometry instrumentation and its usage in a laboratory setting is advantageous.
  • Knowledge of a Chromeleon Chromatography Data System or relevant software is advantageous (Thermo Scientific Chromeleon 7, Waters Empower, Agilent OpenLAB, Shimadzu LabSolutions).
  • Knowledge of relational database and network communication concepts is advantageous

Non-Negotiable Hiring Criteria:

  • BS in Computer Science, Mathematics, Chemistry or related field
  • Customer focused and committed to customer allegiance
  • Above one year technical experience in the software or laboratory arena
  • Excellent & attentive listener
  • Tenacious problem solver
  • Enthusiastic, positive, action oriented attitude
  • Above average verbal and written communication skills (fluent in English)
  • Organized with the ability to prioritize workload and work under pressure
  • Ability to travel nationally and internationally up to 20%

If you are an individual with a disability who requires reasonable accommodation to complete any part of our application process, click here for further assistance.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.


Posted: 2019-10-02 Expires: 2019-11-01

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Sr Technical Support Specialist

Colorado City, CO 81019

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