Technical Support Specialist II

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.

Technical Support Specialist II

Join our ambitious team at Thermo Fisher Scientific Inc. as a Technical Support Specialist II! In this customer service role, you will provide outstanding support to our customers, ensuring a flawless experience through timely troubleshooting and resolution of complex technical issues. You will collaborate with Field Service, Engineering, Quality, and Product Management teams, successfully implementing solutions and contributing to continuous improvements.

Key Responsibilities:

• Deliver advanced technical support for our world-class product lines.
• Diagnose and resolve hardware, software, and application issues efficiently via phone, email, and remote tools.
• Manage customer cases through Salesforce Service Cloud with meticulous documentation and timely follow-up.
• Work together with interdisciplinary groups to identify underlying reasons and put into effect necessary solutions.
• Support our innovative handheld instruments with troubleshooting and configuration tasks.
• Analyze technical trends and contribute to product and process improvements.
• Develop and maintain comprehensive knowledge articles and troubleshooting guides.
• Provide technical input for customer training, product launches, and new product introductions.
• Engage in key issue discussions to guarantee customer happiness.
• Ensure strict compliance with internal quality and procedures for blocking issues.

Minimum Qualifications:

• Bachelor’s degree in Chemistry, Physics, Engineering, or related field, or equivalent technical experience.
• 3-5 years of experience in technical support, instrumentation, or analytical instrumentation service.
• Proven knowledge of spectroscopy principles and applications.
• Proficiency with CRM or case management systems.
• Outstanding analytical, communication, and problem-solving skills.
• Capability to handle numerous tasks simultaneously and work alongside cross-functional teams.

Preferred Qualifications:

• Experience with Thermo Fisher products such as XRF, TruNarc and Gemini.
• Familiarity with hardware diagnostics and network configurations.
• Experience in regulated or forensic environments.
• Understanding ISO/GAMP standards and field service blocking issues.

Proficiencies:

• Customer Focus & Ownership
• Technical Expertise
• Cross-Functional Collaboration
• Communication & Documentation Accuracy
• Constantly Improving Approach

Compensation and Benefits

The hourly pay range estimated for this position based in Massachusetts is $32.00–$43.00.

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards