Technical Support Specialist

vor 5 Monaten

Marburg an der Lahn, Deutschland Thermo Fisher Scientific Vollzeit

It's more than just something that fills our days. At Thermo Fisher Scientific, our work has a purpose. Our work requires passion and creates meaningful outcomes. Our work matters. We're sharing our expertise and technological advancements with customers, helping them make the world a better place - whether they're discovering a cure for cancer, protecting the environment or making sure our food is safe.

Technical Support Specialist (M/F/d) for our Trace Elemental Analysis Products
Job ID: 230600BR

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team of more than 100,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.Discover impactful work:
As a Technical Support Specialist, you will provide TEA (trace elemental analysis) product line consultation to customers, primarily focused in the DACH region. You will be expected to keep up to date with our instrumentation and create a strong relationship with the field service, by maintaining mínimal field work to maintain knowledge and gain experience on new equipment. Utilizing our remote technologies (such as Augmented Reality and various other digital tools) and through effective troubleshooting, you will minimize disruption to the customer’s scientific operations and provide a speedy resolution.A day in the life:
Performs all Activities in line with internal rules and customer regulations reflecting our Company 4I values.
- You will be working on Techniques within the TEA (trace elemental analysis) portfolio- Provide technical support via phone or electronically to customers, involving hardware, software and operations
- Troubleshoot efficiently utilizing remote diagnostics and Augmented Reality as well as any other approved digital tools
- Carry out Field Service activities like pro
- active and corrective maintenance services to update knowledge and keep up to date, in line with Field Service engineer guidelines and as required by local region
- Create and manage all ticket types for Technical Support and onsite service requests
- Effectively plan and schedule corrective maintenance visits for in scope onsite service requests
- Work to effectively diagnose all contract and warranty service requests with a clear plan to communicate to field service
- Ability to consistently follow business procedures and meet performance metrics
- Effectively ensure both internal and external customers receive exceptional experiences with every interaction
- Maintain highly accurate records in the service database for compliance regulations.
Promote and sell aftermarket products for the service

The keys to success:

- Minimum of 3 years of practical professional experience in the field of support. TEA (trace elemental analysis) systems as well as Qtegra software incl. installation, preventive maintenance, troubleshooting and repair are beneficial.
- Strong analytical thinking and high problem-solving skills
- Excellent social skills, high self-motivation and negotiating skills
- Outstanding ability to communicate sophisticated technical issues in an easy to understand manner
- Strong organizational skills to manage multiple different tasks, each with different priority levels, including across divisions, functions and regions
- Must be able to work effectively from a home-office environment
- Excellent verbal and written communication skills in German and English; additional language skills are an advantage

What we offer:

- Employment with an innovative, future-oriented organisation
- Outstanding career and development prospects
- Company pension scheme and other fringe benefits
- Exciting company culture which stands for integrity, intensity, involvement and innovation

At Thermo Fisher Scientific, each one of our 90,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or any other legally protected status.

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