Technical Product Support Specialist
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Job Summary
Work Schedule
Standard (Mon-Fri)Environmental Conditions
OfficeJob Description
Key Responsibilities
- Deliver dedicated Technical Support for the Microbiology Divisions 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 the customer experience.
- Collaborate with team members to exchange information and successfully 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.
- 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.
- 4 years experience in Microbiology or Lab
- 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.
- Familiarity with instrumentation for blood culture and AST is an advantage.
- Ability to travel as needed <25%.
Required Experience:
Unclear Seniority
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
Electron microscopes reveal hidden wonders that are smaller than the human eye can see. They fire electrons and create images, magnifying micrometer and nanometer structures by up to ten million times, providing a spectacular level of detail, even allowing researchers to view single a ... View more
