Technical Support Specialist II at Thermo Fisher Scientific in Franklin, Massachusetts

Job Description:

Work Schedule

Standard (Mon-Fri)



Environmental Conditions

Office



Job Description



As part of the Thermo Fisher Scientific team, you'll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world's toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.



Discover Impactful Work



We are seeking a skilled Technical Support Specialist II to join our team. You will support our Single Use Division (SUD) Bioproduction Equipment and Consumables globally. Your role includes providing technical assistance, collaborating on product development, and ensuring outstanding service to customers and regional support teams.



A Day in the Life

• Technical Assistance & Troubleshooting: Provide Tier II support, diagnosing and resolving complex issues through multiple channels (phone, email, chat).


• Serviceability Requirements: Collaborate with product development teams to ensure serviceability requirements are incorporated into new designs.


• Service Documentation & Deliverables: Develop and maintain technical support materials, including spare parts setup, service documentation, training content, and systems configuration.


• Product Launch Support- Support global product rollouts by assessing and preparing for regional readiness prior to product launches.


• Escalation Management: Act as the top-level support for issues that cannot be resolved by first-line support, coordinating with internal teams to find solutions.


• Data Analysis & Service Improvements: Keep track of important metrics and analyze data to identify areas for improvement.


• Enhancing Knowledge Base Systems: Help enhance knowledge base systems to ensure technical support has access to accurate and up-to-date information. Facilitate technical knowledge transfers and training sessions to empower regional support teams and maintain consistent service quality.

Keys to Success




Education

• Bachelor's Degree in Biomedical, Mechanical, Software, or Electrical Engineering

Experience

• 3+ years of experience, OR equivalent relevant experience in a technical support role.


• Experience with bioproduction or similar complex equipment, with a proven track record of diagnosing and resolving technical issues.

Knowledge, Skills and Abilities

• Proficiency in Microsoft Office Suite


• Strong communication skills


• Ability to build and maintain comprehensive technical documentation.


• Understanding of knowledge base systems enhanced by AI technology, encompassing content creation, maintenance, and optimization.


• Familiarity with crafting and delivering service training classes.


• Prior experience working in product development projects or core team representation is a plus.

Benefits



We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation! Apply Now