Service Support Specialist II

Work Schedule

Environmental Conditions

Job Description

As part of the Thermo Fisher Scientific team youll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the worlds toughest challenges like protecting the environment making sure our food is safe or helping find cures for cancer.

The Service Support Specialist II provides high-quality technical support to current and prospective customers in a timely and professional manner. This role is responsible for supporting case resolution troubleshooting technical issues and collaborating cross-functionally to ensure high levels of customer satisfaction.

As part of the Technical Services team at Thermo Fisher Scientific you will play a critical customer-facing role by diagnosing and resolving technical issues supporting continuous improvement initiatives and partnering closely with Logistics Field Service Field Applications Quality Marketing and Sales teams. Your contributions directly support our mission to enable our customers to make the world healthier cleaner and safer.

Location

San Diego California United States

Work Schedule

• Standard business hours (MondayFriday)
• Occasional after-hours and weekend support required

Key Responsibilities

• Provide responsive support via hotline/email/remote tools following SOPs and documented troubleshooting.
• Diagnose and resolve common hardware/software/system operation issues; escalate advanced/network/LIS/LIMS or recurring systemic issues.
• Own cases end-to-end meeting SLAs.
• Document cases accurately; ensure high-quality case notes and proper complaint identification/routing.
• Perform root cause analysis (RCA) for complaints partnering with Level 2/QA when needed.
• Facilitate customer calls.
• Maintain product knowledge on core platforms; demonstrate progression by completing training shadowing and knowledge checks.
• Support PPI by identifying trends proposing KB updates and suggesting process improvements (not necessarily leading projects).
• Provide on-call/after-hours support after onboarding/certification milestones.

Other Job Requirements

• Demonstrated ability to build strong customer relationships and conduct effective technical discussions.
• Ability to troubleshoot and resolve technical issues via phone email and virtual support tools.
• Strong collaboration skills with the ability to work effectively in cross-functional team environments.

Minimum Qualifications

• Bachelors degree (BS or BA) in a biological science with relevant technical support experience or an equivalent combination of education and experience.
• 2-5 years technical support experience (or strong laboratory experience; Medical Technologist background preferred.)
• Immunoassay experience preferred.
• Proficiency with Microsoft Office applications (Excel Word Outlook).
• Ability to work independently with minimal supervision.
• Strong problem-solving organizational and time-management skills.
• Ability to travel as needed to maintain field knowledge.
• Demonstrated ability to learn and apply troubleshooting processes.
• Demonstrated ability to learn tools/workflows; strong customer communication fundamentals.

Proficiencies & Competencies

• Customer Focus and Ownership
• Technical Expertise
• Cross-Functional Collaboration
• Clear Communication and Documentation Accuracy
• Continuous Improvement Mindset
• Ability to work effectively in a regulated environment
• Familiarity with LAN configurations and LIS connectivity (preferred)
• Experience interfacing with Laboratory Information Management Systems (LIMS) (preferred)
• Learning agility coachability process adherence solid customer communication accurate documentation baseline technical troubleshooting.
• Handling ambiguity escalation leadership deep technical expertise influencing cross-functional outcomes mentoring/knowledge sharing leading improvements/projects.

Compensation and Benefits

This position may also be eligible to receive a variable annual bonus based on company team and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on which includes:

• A choice of national medical and dental plans and a national vision plan including health incentive programs

• Employee assistance and family support programs including commuter benefits and tuition reimbursement

• At least 120 hours paid time off (PTO) 10 paid holidays annually paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave) accident and life insurance and short- and long-term disability in accordance with company policy

• Retirement and savings programs such as our competitive 401(k) U.S. retirement savings plan

• Employees Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits please visit: Experience:

IC