Technical Support Specialist II
Thermo Fisher Scientific
Summary
The Technical Support Specialist II is responsible for supporting the installation, uptime and repair of sophisticated equipment and systems. This includes working with NPD (New Product Development), Applications and OE (Operations Engineering) on new and existing product developments, development of sophisticated troubleshooting methods and leading product and process improvements.
Job description
How will you make an impact?
The Technical Support Specialist II is responsible for supporting the installation, uptime and repair of sophisticated equipment and systems. This includes working with NPD (New Product Development), Applications and OE (Operations Engineering) on new and existing product developments, development of sophisticated troubleshooting methods and leading product and process improvements.
What will you do?
- Partner closely with the field service team to quickly diagnose and repair assigned product lines.
- Partner with Marketing, NPD, Applications and OE in developing technology roadmaps, to bring in the service related requirements and to sustain support through the life of the system.
- Influence and drive mean time to repair (MTTR) and mean time between failure (MTBF) by examining equipment downtime and failures to improve overall performance.
- Diagnose, define and build work instruction for field service engineers on service tools, repair and installation, spare parts (including consumables), and all diagnostic and test procedures required for support of systems.
- Provide feedback to product quality teams, analyze and initiate improvement projects on systems and subsystems as required.
- Gives primary input or develops sophisticated troubleshooting documentation. Validates service sophisticated troubleshooting documentation and software.
Education & Experience
- High school diploma with 2+ years of relevant experience or equivalent military training; OR Bachelor's degree in Applied Physics, Electronics, or Electro-Mechanics with 0+ years of experience in a relevant field.
- Comfortable in working with analytical equipment.
- All-around technical knowledge and practical skills. Multidisciplinary troubleshooting skills.
- Experience with analytical equipment (electronics, software, physics, mechanics) such as Electron Microscopes, Wafer Steppers, Medical Equipment (e.g. MRI-scan), pharmaceutical equipment or related semiconductor equipment.
- Preferably experience with LDB.
Knowledge, Skills, Abilities
- Strong technical writing skills.
- Working with demanding customers and understands the importance of customer relations.
- Self-starter who is also highly productive when not supervised.
- Project leader skills.
- Traveling (20% - 40% of working time).
- Must have a business proficiency in English (verbal and written).
- Other language skills are an asset.
Requirements
- High school diploma with 2+ years of relevant experience or equivalent military training; OR Bachelor's degree in Applied Physics, Electronics, or Electro-Mechanics with 0+ years of experience in a relevant field
- Comfortable working with analytical equipment
- All-around technical knowledge and practical skills
- Multidisciplinary troubleshooting skills
- Experience with analytical equipment (electronics, software, physics, mechanics) such as Electron Microscopes, Wafer Steppers, Medical Equipment, pharmaceutical equipment or related semiconductor equipment
- Strong technical writing skills
- Customer relations skills
- Self-starter, highly productive when not supervised
- Project leader skills
- Willingness to travel 20% - 40%
- Business proficiency in English (verbal and written)
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.