Thermo Fisher Scientific Technical Service Engineer, Life Sciences - Remote/Field in Denver, Colorado
When 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.
How will you make an impact?
As a Technical Service Engineer, you are the first-line contact with customers to troubleshoot runs, instrument hardware, software and computer-related problems over the phone, via email and using remote support tools focusing on Genetic System instruments and applications in NGS, qPCR, MicroArray, or other areas as required by the business. This is an exciting opportunity for an ambitious and dynamic individual to join a fast-paced global Life Sciences organization at an exciting time of growth of the company.
What will you do?
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):
Support of Software Licensing
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.
How will you get here?
- B.S. or higher in science/engineering, or related field required
Professional background in life sciences, biology, clinical, biomedical engineering or related subjects.
Prior experience on some/all the following products is desired: Attune, ArcturusXT, Evos, 3130, 3730, 3500, SeqStudio, Ion Torrent Product Line, MicroArray, QS6/7, 7500, StepOnePlus, CX5, CX7, and/or RapidHit ID, RapidHit 200 Instruments and RapidLink Software.
Knowledge, Skills, Abilities
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
At Thermo Fisher Scientific, each one of our 75,000 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 Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.