Senior Technical Support Specialist
As the world leader in serving science, our work is more than something that fills our days – what we do has great purpose. Our industry-leading scale means unparalleled commercial reach, unique customer access and a global footprint. Our broad customer base, from research to clinical to commercial production means you can have a broad and meaningful impact here at Thermo Fisher Scientific. All while working in an environment where you will be supported, valued and rewarded for your performance.
Senior Technical Support Specialist
Job Description
The Chemical Analysis business 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. Our 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. We operate within a global footprint with over 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 Specialist Level 2, you will provide highly skilled consultation to customers, channel partners, service personnel, and other business unit team members. You will minimize disruption to customer operations through effective troubleshooting and consistent communication. This role involves handling critical technical issues, delivering technical training, and supporting continuous improvement initiatives. You will support continuous improvement in service quality through documentation, training, and cross-functional teamwork.
What You Will Do
- Support BEA product lines with technical expertise via multiple communication channels, ensuring all cases are logged in CRM.
- Lead product-related cases, proactively offer solutions, and address customer issues.
- Communicate regularly with Technical Support Specialists, Account Managers, and application team members to improve customer experience and resolve issues.
- Work with local managers to establish a customer communication plan for awareness and resolution of customer issues and critical cases.
- Support and provide technical training to users and peers, identify training needs, and help build training materials.
- Define, write, publish, and distribute technical documentation on specific features and products, and manage technical information on the Knowledge Base and spare parts lists.
- Collaborate with internal peers on product development, quality, and reliability improvements, handle and report field non-conformities.
- Follow up on cases to improve the Customer Allegiance Score (CAS), investigate cases for improvements, and implement countermeasures.
- Provide Field Service support on a case-by-case basis requiring high-skilled knowledge, coordinated with the Field Service Team.
How You Will Get Here
Education
- Bachelor’s Degree in Engineering (preferred: Electronic, Mechanical, or Mechatronic) or equivalent experience with demonstrated technical capability.
Experience
- Minimum 5 years in technical support or service-related roles.
- Familiarity with analytical spectroscopy techniques such as XRF, XRD, OES, or Automation is a plus.
Skills
- Strong analytical and problem-solving skills with the ability to work independently and collaboratively in a distributed team environment.
- Effective communication skills in English (verbal and written); multilingual abilities are a plus.
- Proficient in CRM, Microsoft Office, and Outlook.
- Valid driver’s license with willingness to travel up to 15%.
We accommodate individuals with disabilities during job application, interviews, job duties, and benefits.
Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
