Technical Support Specialist III

Company: Thermo Fisher Scientific
Location: Raleigh
Posted on: November 22, 2021

Job Description:

**Job Title: Technical Support Specialist III****Requisition ID:** R-01056492When you're part of the team at Thermo Fisher Scientific, you'll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you'll be supported in achieving your career goals.**Position Summary**The Digital Remote Support specialist (DRS) is responsible for creating an outstanding experience for new and existingcustomers. Armed with product and service knowledge combined with friendly energetic customer relationship skills, the DRS team providescustomer support and technical assistance to customers in a fast paced and energetic environment. The position will primarily be supportingLiquid Chromatography (HPLC) and Ion Chromatography (IC) instrumentation and quantitative analysis with Chromeleon chromatographydata systems in both standalone and network environments.**Key Responsibilities**+ Remote diagnostics and troubleshooting using Augmented Reality tools, and various other digital tools such as the Device Relationship Management (DRM) system must be used effectively to ensure minimal disruption to these customer's analytical needs by minimizing the need for onsite service whenever possible, and generally provide a speedy resolution whenever problems appear.+ Provide technical support via phone or electronically to customers, external and internal, involving hardware, software, instrument consumables, and operation.+ Create, coordinate, and manage all ticket types for Technical Support and Onsite service requests.+ Assist in the development and implementation of plans to improve technical services including new and emerging digital capabilities, while working towards corporate/individual revenue and customer allegiance goals.+ Maintain highly accurate records in the service database for compliance regulations.+ Provide basic application support for internal and external customers.+ Promote and sell aftermarket products for the service organization+ Effectively communicate competitive information and additional sales opportunities to Marketing and Sales Engineers. Provide feedback to factory for product improvements.+ Achieve performance objectives personally and as a team+ Strive to increase customer satisfaction daily+ All other duties as assigned by Technical Support Manager and/or Supervisor.**Minimum Requirements/Qualifications**+ Bachelor's degree in Chemistry is preferred or an Associate's degree with equivalent related experience is required.+ Minimum of 3-5 years relevant field experience; previous laboratory or similar experience required.+ Keen ability to troubleshoot, diagnose and provide solutions to complex problems+ l Must be able to communicate effectively with a wide variety of people and have strong interpersonal skills.+ Active certification in product line required or minimum 80% of training in product technique and at least 2 years of experience with Thermo Fisher Scientific instruments.**Other Job Requirements**+ Adhere to OHS policies and procedures and ensure a safe and healthy workplace environment+ Excellent communication (verbal and written) skills.+ Detailed understanding of Windows based software, networking and PC hardware.+ Ability to prioritize multiple high priority activities (tech support calls, training, travel, service calls and other group needs) and establish realistic schedules to meet requirements.+ A positive attitude, motivated, competitive and high energy is required+ Able to present complex ideas to non-technical audience and solve customer problems with patience and a positive approach+ Ability to work independently, be self-motivated, detail-oriented and organized+ Ability to travel 15% of the time for business purposes+ May be asked to be on-call for after-hours phone support (as needed)At Thermo Fisher Scientific, each one of our 70,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission-enabling our customers to make the world healthier, cleaner and safer._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._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.

Keywords: Thermo Fisher Scientific, Raleigh , Technical Support Specialist III, IT / Software / Systems , Raleigh, North Carolina