Technical Product Support Specialist II at Thermo Fisher Scientific in Lenexa, Kansas

Job Description:

Work Schedule

First Shift (Days)



Environmental Conditions

Office



Job Description




What Makes This Opportunity Unique



At Thermo Fisher Scientific, we are fully committed to excellence and innovation. As a Technical Support Specialist II, you will have a pivotal role in providing outstanding service and ensuring customer happiness. Join our enthusiastic team and excel in a dynamic environment where your demonstrated expertise will be highly regarded and your professional development will be cultivated.



Key Responsibilities

• Deliver dedicated Technical Support for the Microbiology Division's product lines across all market segments.


• Follow Thermo Fisher Scientific's protocols, consistencies, and procedures to ensure right-first-time operations.


• Ensure that customer happiness objectives are met or exceeded.


• Deliver a high level of customer service to both internal and external customers.


• Collaborate with sales, customer service, management, quality, and other departments to improve the customer experience.


• Collaborate with team members to exchange information and effectively implement solutions.


• Process customer calls and emails within Service Level Agreements (SLAs), offering technical assistance and follow-up.


• Record daily interactions with accurate information within ERP systems.


• Address product discrepancies, document appropriately, and follow up.


• Notify customers of Quality Systems field notifications per Standard Operating Procedures (SOP).


• Provide proactive technical support to customers requiring special handling from assigned regions.


• Assist Account Managers with technical information, product comparisons, substitutions, and alternates.


• Support Customer Service and other personnel regarding product inquiries, availability, and catalog numbers.


• Provide sales leads to account managers.


• Keep product information up to date by working with Brand and Marketing Managers.


• Support and practice Practical Process Improvement (PPI) methodology.


• Attend professional workshops and seminars as assigned.


• Present training topics on current trends in microbiology.


• Promote the Microbiology Division at tradeshows and events.


• Stay updated on new product introductions, technologies, market changes, competitors' products, and new customer applications.


• Demonstrate high levels of customer-facing soft skills.


• Assist Customer Service with orders and phone calls as needed.


• Report any actual or potential safety hazards to the appropriate personnel.


• Travel up to 25% for onsite customer visits and validations.

• Bachelor of Science degree in Medical Technology, Clinical Laboratory Sciences, Microbiology, or Biology preferred.


• Hands-on experience in clinical, food safety, pharma, or molecular laboratory settings.


• Excellent oral and written communication, and problem-solving skills.


• Capacity to coordinate and prioritize tasks, be proactive, take initiative, resolve problems, follow through, and handle various responsibilities.


• Proficiency in Microsoft Office, including Word, Outlook, and Excel.


• Strong interpersonal, self-motivational, and negotiating skills.


• Prefer experience in customer care and handling incoming and outgoing calls.


• Experience in molecular microbiology, including RT-PCR, is a plus.


• Familiarity with instrumentation for blood culture and AST is an advantage.


• Ability to travel.