Job Description
What Makes This Opportunity Unique
At Thermo Fisher Scientific, we are fully committed to excellence and innovation. As a Technical Support Specialist II, you will have a pivotal role in providing outstanding service and ensuring customer happiness. Join our enthusiastic team and excel in a dynamic environment where your demonstrated expertise will be highly regarded and your professional development will be cultivated.
Key Responsibilities
- Deliver dedicated Technical Support for the Microbiology Division’s product lines across all market segments.
- Adhere to Thermo Fisher Scientific protocols, consistencies, and procedures to ensure right-first-time operations.
- Ensure that customer happiness objectives are met or exceeded.
- Deliver a high level of customer service to both internal and external customers.
- Collaborate with sales, customer service, management, quality, and other departments to improve customer experience.
- Collaborate with team members to exchange information and effectively implement solutions.
- Process customer calls and emails within Service Level Agreements (SLAs), offering technical assistance and follow-up.
- Record daily interactions with accurate information within ERP systems.
- Address product discrepancies, document appropriately, and follow up.
- Notify customers of Quality Systems field notifications per Standard Operating Procedures (SOP).
- Provide proactive technical support to customers requiring special handling from assigned regions.
- Assist Account Managers with technical information, product comparisons, substitutions, and alternates.
- Support Customer Service and other personnel regarding product inquiries, availability, and catalog numbers.
- Advise account managers of potential selling opportunities within accounts.
- Keep product information up to date by working with Brand and Marketing Managers.
- Support and practice Practical Process Improvement (PPI) methodology.
- Leverage AI for process improvement.
- Attend professional workshops and seminars as assigned.
- Present training topics on current trends in microbiology.
- Promote the Microbiology Division at tradeshows and events.
- Stay updated on new product introductions, technologies, market changes, competitors’ products, and new customer applications.
- Demonstrate high levels of customer-facing soft skills.
- Assist Customer Service with orders and phone calls as needed.
- Report any actual or potential safety hazards to the appropriate personnel.
- Travel up to 25% for onsite customer visits and validations.
Minimum Requirements/Qualifications
- Bachelor of Science degree in Medical Technology, Clinical Laboratory Sciences, Microbiology, or Biology.
- Hands-on experience in clinical, food safety, pharma, or molecular laboratory settings.
- Excellent oral and written communication, and problem-solving skills.
- Capacity to coordinate and prioritize tasks, be proactive, take initiative, resolve problems, follow through, and handle various responsibilities.
- Proficiency in Microsoft Office, including Word, Outlook, and Excel.
- Strong interpersonal, self-motivational, and negotiating skills.
- Prefer experience in customer care and handling incoming and outgoing calls.
- Experience in molecular microbiology, including RT-PCR, is a plus.
- Fluency in French preferred.
- Familiarity with instrumentation for blood culture and AST is an advantage.
- Ability to travel, as needed <25%.
