Technical Applications Specialist

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

At Thermo Fisher Scientific, you'll partake in meaningful work as part of a team that prioritizes performance, quality, and innovation. When you belong to successful, growing global organization you will be encouraged to perform at your best. With revenues of more than $35 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.

Location/Division Specific Information

The Chemical Analysis Division provides a broad mix of analytical instruments and services to a diverse range of end user markets including Safety & Security, Environmental, Food Safety, Life Sciences, Medical, Energy, and Minerals and Mining. Its instruments are deployed globally in the field and on the line, in dynamic environments where customers put a premium on quality, reliability and ease of use. The CAD business operates within a global footprint with more than 2,000 colleagues, delivering product solutions to customers that allow for confident, on-the-spot decision making.

How you will make an impact:

As a Technical Support Product Specialist, you will provide product consultation to customers, channel partners, service personnel and other Business Unit partners. Applying different technologies through effective problem solving, you will help minimize disruption to our customer's operations. You will collaborate with inter-functional teams such as R&D, depot repair, field service, customer service, and quality control to provide timely and accurate resolution to customer issues.

Here are some of the products you will support our customers with: Prima PRO, APIX, and SOLA iQ

In this role you will have extensive onboarding training to support your development. Alongside this there are growth opportunities to progress within the function or into different areas, such as marketing or sales. Benefits include 401k, healthcare and vision coverage, employee assistance program, 24/7 virtual doctor visits, back up children and eldercare, Employee Stock Purchase Plan, and more!

What you will do:

• Represent Thermo Fisher Scientific in a positive, professional manner in all encounters with our customers, both externally and internally.
• Build and maintain strong relationships with customers by acting as their advocate within the organization and ensuring their technical needs are met driving high customer allegiance score.
• Serve as the go-to resource for resolving technical inquiries related to Process Analyzers.
• Thoroughly document and handle all customer inquiries in Salesforce.
• Work closely with field service team for timely resolution of customer issues before, during and after field visits.
• Diagnose and resolve complex issues by demonstrating advanced analytical skills, detailed debugging, and a deep understanding of system integrations.
• Stay ahead of industry trends and support product innovation by assembling user feedback and recommending technical improvements.
• Partner with the sales team to demonstrate technical capabilities and address detailed technical questions from prospects.
• Adopt Practical Process Improvement (PPI) methods to find opportunities to enhance workflows, automate processes, and improve the overall efficiency of technical support team.
• Develop clear, concise, and user-friendly documentation for technical features, standard methodologies, and technical guides.
• Collaborate with master trainer in design and delivery of hands-on training sessions.

How you will get here:

Education

• A college degree in a technical field or an equivalent combination of education, technical training, military, and/or work experience will be considered

Experience

• Experience in a Field Service, Quality, Process Engineer, Depot Repair and/or Technical Support role.
• In lieu of experience in one of the above roles, equivalent technical experience in either analytical/process instrumentation, chemistry, pneumatics, mechanics, aviation and/or electronics is required.

Knowledge, Skills, Abilities

• Excellent interpersonal communication both written and orally
• Strong collaborator, able to work efficiently with customers and colleagues in difficult and stressful situations
• Customer friendliness and a professional demeanour
• Have an appetite for continuous improvement through innovative technology solutions.
• PC literacy including MS Office and Outlook.
• Experience using CRM platform (e.g., Salesforce)
• Self-directed, persistent, and goal-oriented
• Able to travel up to 10% of the time per year.