Technical Product Support Specialist II

Work Schedule

Environmental Conditions

Job Description

What Makes This Opportunity Unique

At Thermo Fisher Scientific we are fully committed to excellence and innovation. As a Technical Support Specialist II you will have a pivotal role in providing outstanding service and ensuring customer happiness. Join our enthusiastic team and excel in a dynamic environment where your demonstrated expertise will be highly regarded and your professional development will be cultivated.

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 customer experience.
• Collaborate with team members to exchange information and effectively 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.
• Leverage AI for process improvement.
• 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.
• 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.
• Fluency in French preferred.
• Familiarity with instrumentation for blood culture and AST is an advantage.
• Ability to travel as needed <25%.