Triage function between Technical Service and Application Support by qualifying requests and addressing customer’s needs in resolving their inquiries.
Contributes to achieve specific Global Service & Support (GSS) related targets as defined for revenues, profit, service order volume, etc. - while complying with internal rules and practices
Works closely with Support and Field Service Engineers to prioritize all activities Acts within general Service and Support policies, business processes and procedures (PPP) and local procedures and rules.
Identifying training and service opportunities for Commercial Sales partners in GSS and LSG.
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 JDI/PPI and other improvement pilots/projects as requested
Other duties as assigned.
Some travel will be required as needed for training and meetings.
Education and Experience:
B.S. or higher in science/engineering, or related field Experience
Prior experience on some/all the following products is desired:
Demonstrated ability to diagnose and resolve problems on electronic and mechanical instrumentation in a scientific laboratory environment, with a focus on remote resolution.
Must possess basic software skills and computer literacy (networking/Linux experience a plus)
Ability to read, interpret and analyze schematics, assembly drawings and wiring diagrams
Good written and verbal communication skills, self-motivated and an effective team player
Technical knowledge of Capillary Electrophoresis, Real Time PCR, Cell Imaging, and/or Next Generation Sequencing strongly preferred