Regional Technical Support Specialist

Work Schedule

Environmental Conditions

Job Description

When you join us at Thermo Fisher Scientific, you’ll be part of an inquisitive team that shares your passion for exploration and discovery. With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and chances to create significant contributions to the world.

How will you make an impact?

The role sits in a team of Technical Support Specialists responsible for providing remote 24/7 pre and post sales support of Thermo Fisher Scientific products to our customers and field personnel, as well as relaying customer feedback to the organization. Extensive training is provided for committed candidates.
As a more senior person in the team, you will serve as a mentor and technical expert for team members for any escalation and trainings.

What will you do?

• Provide technical support on both Application and Hardware for Thermo Fisher Scientific Genetic Science, Clinical Next Gen-Sequencing and Bioscience division portfolios.
• Leverage all available resources, including Generative AI and/or working with technical Support teams and Territory Specialists across regions to resolve or call out complex issues.
• Answer customer technical inquiries, primarily received through telephone and email
• Provide timely technical advice with a view to immediate problem resolution and dispatch Field team when needed.
• Maintain detailed records of customer interactions in CRM systems.
• Build up your product and workflow knowledge through continuous learning.
• Serve as a mentor and technical expert for team members for any escalation and trainings.
• Responsible in crafting, maintaining and improving internal documentation and knowledge databases.
• Lead internal technical training and updates and active participation in department meetings.
• Take lead in projects, activities and duties focusing on process improvement and new initiatives.

How will you get here?

Keys to Success:

• Outstanding problem-solving skills and a positive attitude.
• Ability to work effectively as part of a remote team.
• Determination to continuously learn and stay updated with product knowledge.
• Outcome oriented in solving your customer's issues in a timely manner.
• Ability to quickly learn complex technical information.
• Excellent oral and written communication skills.
• Leadership to mentor other team members.
• Interest in problem-solving and managing multiple priorities.

Education

• Bachelor or Masters degree in Engineering or life sciences or a related field.

Experience

• 5+ years of technical experience with Genetic Analysis applications or engineering support  including Next Generation Sequencing, Real Time PCR, and/or Cell, protein and molecular Technologies.
• Solid understanding of hardware engineering and IT connectivity for laboratory equipment
• Familiarity with data analysis, data management, computer networking and bioinformatics is desirable
• Ability to speak additional languages in professional setting will have an added advantage.

Physical Requirement / Work Environment

• This role requires the candidate to be comfortable with working on weekends and public holidays, providing 24/7 support to our Priority Support phone and email system.
• Working hours are 7.30am till 4.30pm (including 1 fixed weekend)(Sunday to Thursday or Tuesday to Saturday)
• You will be able to have the flexibility with work from home arrangement.