Thermo Fisher Scientific

Technical Application Specialist II

Posted on: 10 Apr 2021

San Diego, CA

Job Description

Position Summary:

The Technical Application Specialist II requires a hands-on approach to responding to both customer and channel partners technical support requirements. It requires a pro-active component where both instrument and assay performance dynamics are monitored, and remedial actions are initiated as appropriate. The role is primarily a customer facing, but also requires working with internal colleagues to address technical and customer satisfaction challenges. The incumbent will be a principal liaison with Mesa Biotech, part of Thermo Fisher Scientific2019s R&D team as we seek to improve both specimen collection methods and system performance. The TSS will file the necessary quality documentation and will work with the Development and Marketing teams to issue technical bulletins as required.

The Technical Application Specialist II is an individual contributor role with a high-level degree interaction with other functions within Mesa Biotech, part of Thermo Fisher Scientific. To facilitate proper customer interaction the role might require domestic and international travel from time to time.

Key Responsibilities:

* Manages technical support cases through phone, email exchanges and occasional in-person visits where necessary
* Maintains courteous and professional communications with customer/businesses and internal employees
* Assists customers/channel partners with product quality and performance issues. Assists with trouble shooting and root cause analysis
* Provides product information as required
* Participate in weekly forecasting and planning exercises
* Prepares reference material for users by collating and communicating operational and technical instructions
* Serves as a key liaison on technical matters
* Provides timely follow up on outstanding client issues
* Refers customer to appropriate qualified technical staff member in response to sophisticated customer technical inquiries and/or problems
* Completes required administrative paperwork including customer support tickets and training documents
* Assists Strategic Marketing and Product Development groups with information pertinent to product upgrades or line extensions

Minimum Requirements/Qualifications:

* Bachelor2019s Degree in a relevant scientific field
* Minimum of 3 years technical support experience in the biotech or medical equipment environment

Personal attributes:

* Excellent written, verbal, and presentation skills
* Strong MS Office knowledge & CRM experience

Non-Negotiable Hiring Criteria:

* Bachelor2019s Degree in a relevant scientific field
* Minimum of 3 years technical support experience in the biotech or medical equipment environment
* Must be organized with strong trouble shooting and analytical skills
* Superior communications skills with internal and external customers
* High attention to detail
* Logistical methodologies both domestic and international
* Ability to work long hours and execute under pressure with short turnaround times
* Ability to speak, write, and use all office equipment including scanner and printer, phone, computer, etc.
* Available nights, weekends, and holidays when needed
* Multiple hours of sitting, standing, and walking to/from buildings. May involve driving to another business site
* Domestic and/or International travel may be required based on need

Thermo Fisher Scientific

Waltham, MA

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with revenues of more than $24 billion and approximately 70,000 employees globally. Our mission is to enable our customers to make the world healthier, cleaner and safer. We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics, deliver medicines to market and increase laboratory productivity. Through our premier brands - Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific and Unity Lab Services - we offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive services.

To serve science, Thermo Fisher Scientific needs to stay ahead of it. To be the world leader in serving science, we need to anticipate (pre-empt) customer needs. We need to constantly think about advancing science, so customers have the freedom to be bolder and more innovative – we are committed to pushing science and technology a step beyond where it is today.

 

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