Service Support Specialist for Laboratory Automation
Thermo Fisher Scientific
Summary
Join our Laboratory Automation Technical Support team as a Service Support Specialist III. In this role, you'll provide advanced Tier 3 technical support for our partners and customer systems through structured troubleshooting, remote diagnostics, and on-site investigations.
Job description
Working closely with our partners' Field Service Engineers and internal teams, you'll help ensure optimal equipment performance, deliver training, and build strong customer relationships. As a technical subject matter expert, you'll collaborate with R&D, Product Management, Quality, and Field Service to resolve systemic issues, inform product improvements, and strengthen service capabilities across internal and partner organizations.
This role requires a high degree of independence and self-direction, as the primary engineering and support teams are based in Finland. You'll need to work effectively across time zones, manage priorities autonomously, and collaborate remotely with global teams.
Requirements
- Advanced degree and at least 3 years of experience, or Bachelor's degree plus 5 years of experience in technical service, laboratory automation, or a related field
- Degree in engineering, computer science, electromechanical engineering, or a related discipline
- Experience developing technical documentation, service standards, and troubleshooting methodologies
- Technical expertise in instrument maintenance, repair, and troubleshooting
- Proficiency in conducting equipment installations, calibrations, and qualification protocols (IQ/OQ/PQ)
- Experience with laboratory automation platforms and control software systems
- Advanced knowledge of Microsoft Windows operating systems and standard office applications
- Strong problem-solving and analytical skills
- Strong customer service and communication skills
- Ability to work independently and collaboratively
- Fluency in English required; additional languages are an asset
- Valid driver's license and ability to travel up to 70% of time
- Experience with quality systems (GMP/GLP) preferred
- Ability to manage multiple priorities and maintain detailed service records
- Experience with performance tracking and reporting systems
Benefits
- Medical, Dental & Vision
- Health incentive programs
- Employee assistance program
- Family support programs
- Commuter benefits
- Tuition reimbursement
- Paid time off
- Paid holidays
- Paid parental leave
- Accident insurance
- Life insurance
- Short-term disability
- Long-term disability
- 401(k) retirement savings plan
- Employee stock purchase plan
Company overview
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. The company's mission is to enable customers to make the world healthier, cleaner, and safer. With over 100,000 employees globally, Thermo Fisher provides an unrivaled combination of innovative technologies, purchasing convenience, and pharmaceutical services through its industry-leading brands including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon, and PPD. The company serves customers across healthcare, life sciences, applied markets, and pharmaceutical sectors, offering solutions that accelerate research, solve complex analytical challenges, improve patient diagnostics, and increase laboratory productivity. Headquartered in Waltham, Massachusetts, Thermo Fisher operates globally, delivering critical scientific products, services, and workflow solutions that support researchers, organizations, and companies in addressing some of the world's most pressing issues.