Job details
Job type full-time
Full job description
Job title: technical service engineer iii, life sciences
Requisition id: 179131br
Location: ideal candidate will work from the office in carlsbad, ca or grand island, ny or may be remote based.
About thermo fisher scientific!
Thermo fisher scientific incIs the world leader in serving science, with annual revenue exceeding $35 billionOur mission is to enable our customers to make the world healthier, cleaner and saferWhether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support themOur global team of more than 90,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including thermo scientific, applied biosystems, invitrogen, fisher scientific, unity lab services and patheonFor more information, please visit www.thermofisher.com.
How you will make an impact!
The technical service engineer iii is a product expert that will provide remote service support for customers to optimize instrument performanceThis customer facing role will troubleshoot instrument hardware, software and computer-related problems over the phone, via email and using remote support toolsThis individual will have experience and be considered an expert on the thermo fisher scientific instrumentation and have expertise in one of the following areas: qpcr, sanger sequencing, next gen sequencing, flow cytometry, an/or microarray so they may act as a trusted advisor to our customers, thereby increasing customer satisfaction and loyalty and contributing to the overall success of the business.
What you will do:
Instrument support
Provide remote support to our customers (both internal and external) to optimize instrument performance and enable the customer’s success.
Works closely with internal partners to prioritize all activities and champion a successful outcome for our customers.
Contributes to achieve specific global service & support (gss) related targets focused at achieving world class customer support.
Acts within general service and support policies, business processes and procedures (ppp) and local procedures and rules.
Manage service requests and administrative responsibilities.
Willingness to assist customers, both external and internal, and follow issues all the way to resolution with a positive attitude.
Customer relationship management, written documentation of service activities, and effective interaction and communication with internal personnel, manufacturing, and sales.
Represent the company in a positive, professional manner in all dealings with thermo fisher scientific customers, both external and internal.
Responsibilities include (but are not limited to):
Direct technical/hardware support assistance for customers
Focus on and willingness to strive for remote resolution and dispatch avoidance
Focus on customer experience/allegiance.
Support of ppi and other improvement pilots/projects as requested
Other duties as assigned.
Some travel will be required as needed for training and meetings.
Business excellence
Dive process improvement, identifying new opportunities and highlighting gaps in current portfolio
Support internal business and product development efforts through feedback on innovation pipeline
Stays current on scientific and industry trends and innovations
How will you get here?
Education
Ba or bs in science, engineering, or related field2+ years of experience in lieu of education.
Required qualifications
Position may require covid-19 vaccination and/or routine testing, per client discretion
Preferred qualifications
2 or more years of experience using or repairing thermo fisher scientific life sciences instruments
Able to solve practical problems and deal with a variety of variables in situations where only limited standardization exists
Knowledge, skills, abilities
Excellent written and oral communications skills
Experience building and managing relationships across a large enterprise
Commitment to continuous learning
Willing and able to stay informed on industry trends
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
