Technical Support Specialist II, Water Analysis Instruments
Thermo Fisher Scientific
Summary
As a Technical Support Specialist II, you’ll provide technical and application support for Thermo Fisher Scientific’s electrochemistry products, including Thermo Scientific Orion pH meters and electrodes. You’ll support end users, channel partners, Customer Service and commercial teams, primarily by phone and email. Your knowledge of pH measurement and product applications will help customers select, use and troubleshoot instruments across a broad range of samples, industries and applications.
Job description
How you’ll make an impact
As a Technical Support Specialist II, you’ll provide technical and application support for Thermo Fisher Scientific’s electrochemistry products, including Thermo Scientific Orion pH meters and electrodes. You’ll support end users, channel partners, Customer Service and commercial teams, primarily by phone and email. Your knowledge of pH measurement and product applications will help customers select, use and troubleshoot instruments across a broad range of samples, industries and applications.
What you’ll do
- Use your education, experience and product training to recommend solutions, troubleshoot product and application issues, and resolve customer inquiries.
- Respond to web-generated leads and recommend cost-effective products and solutions.
- Contribute to internal and external knowledge resources.
- Gather customer feedback and market trends, and share insights with Marketing and R&D to support product development and continuous improvement.
- Partner with Quality teams to identify and escalate product issues, support resolution, and contribute to root-cause investigations as needed.
- Use the Customer Allegiance program to strengthen the customer experience.
- Provide training and develop application notes on relevant topics.
- Maintain product materials and website content.
- Collaborate with colleagues around the world to support product quality and customer satisfaction.
How you’ll get here
Education: Bachelor’s degree in Biology, Chemistry, Environmental Science or a related scientific field.
Experience: 2+ years of technical or laboratory experience.
- Strong written and verbal communication, listening and customer service skills, including the ability to handle complex technical discussions.
- Strong analytical thinking and problem-solving skills.
- Ability to work independently and collaboratively as part of a cross-functional team.
- Strong organizational skills, including the ability to manage multiple priorities and meet performance metrics.
Preferred Qualifications
- Experience in wet chemistry or water quality.
- Proficiency with CRM systems such as Salesforce, Microsoft Office applications, and enterprise systems such as SAP or Baan.
- Technical writing experience.
- Experience with root-cause analysis, corrective actions, quality management systems or continuous improvement methods.
- Hands-on experience with laboratory equipment and systems such as ovens, centrifuges, filtration equipment, freezers, incubators, shakers, hot plates and remote monitoring systems.
- Experience training or mentoring other technical staff.
Requirements
- Bachelor’s degree in Biology, Chemistry, Environmental Science or a related scientific field.
- 2+ years of technical or laboratory experience.
- Strong written and verbal communication, listening and customer service skills, including the ability to handle complex technical discussions.
- Strong analytical thinking and problem-solving skills.
- Ability to work independently and collaboratively as part of a cross-functional team.
- Strong organizational skills, including the ability to manage multiple priorities and meet performance metrics.
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 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.