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Product Support Specialist II, Equipment

When youre part of the team at Thermo Fisher Scientific, youll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and youll be supported in achieving your career goals.

How you will make an impact:

As a member of the Technical Service Department, develop technical expertise in one or more product families in order to provide complete technical support to customers, Channel Partners, Domestic and International Sales Teams with emphasis on equipment.

Location: West Hills, CA

What you will do

  • Provide 1st tier technical support to customers, channel partners and sales teams in resolving product performance problems: this includes installation, operation, training, troubleshooting, data analysis and interpretation.

  • Process Customer Inquiries (both Domestic and International).

  • Provide instant technical support for One Lambda products and analysis software to TDX customer base by telephone or by e-mail.

  • Diagnose and escalate more difficult problems to Tier 2 support.

  • Log in all telephone and e-mail correspondence that does not result in a Customer Inquiry into designated communication log.

  • Interface between Quality Assurance, TAS, Sales, and other product managers for appropriate communication to customers.

  • Assist the TAS team with Technical Workshops if necessary.

  • Disseminate product quality notices generated by Quality Assurance.

  • Clearly notify customers of investigation outcomes and follow up with ongoing investigations as needed.

  • Provide constant feedback to product enhancement requests.

  • Understand how to use all the Software & Equipment for support purposes.

  • Participate in regular training and continuing education which may involve some minimal travel.

Essential Functions:

Develop in-depth and detailed technical knowledge of One Lambda software & equipment to support One Lambda (TDX) software & equipment.

Click here (https://www.thermofisher.com/onelambda/us/en/products.html?articleNumber=LABSCNXS4) to one more about our One Lambda product.

Contacts and Relations:

Works well with technical and non-technical stakeholders. Will have frequent interaction and communication (telephone and email) with TDX Customers, Sales personnel, Technical Application Specialist, Field Service Engineers, Field Application Specialist, Customer Support, vendors, regulatory (internal and external), quality control. Will need to takes direction from Technical Application Specialist Supervisor.

Accountability:

Maintain the confidentiality of sensitive laboratory and business data. Define and execute work schedule to include travel requirements within budgetary guidelines. Individual must maintain a positive professional relationship with customers and Sales Team through timely coordination and communication during the normal course of professional duties.

How will you get here?

QUALIFICATION GUIDELINES: The typical way of obtaining the skills and knowledge to perform the above duties and responsibilities are as follows:

Education/Training Experience:

Bachelor of Science Degree and 1 years of equivalent job-related experience, degree in Mechanical Engineering strongly preferred

Knowledge of :

  • Good communication skills, phone and written correspondence.

  • Maintain a positive and professional relationship with customers and staff.

  • Diagnose technical problems quickly and communicate resolutions to the end user.

  • Office productivity and collaboration platforms, preferably MS Office.

  • Knowledge of One Lambda products recommended but not required.

  • Knowledge of Mechanics, Fluid mechanics, thermodynamics, Programmable logic controllers, basic input/output systems and understanding of design elements and use of machines and tools required

  • 1+ years post college work experience in a technical environment strongly preferred

  • Three years human leukocyte antigen (HLA) experience preferred

  • Working knowledge of Microsoft Office (Word, Excel, PowerPoint, & Outlook)

Ability to:

Exercise independent discretion and judgment in execution of his/her duties. Plan and organize oneself in a reliable and consistent manner. Communicate effectively, both orally and in writing with management, staff members and third parties (customers and vendors). Maintain high professional corporate image at all times with third parties. Maintain confidentiality of sensitive laboratory and business information; perform computer data entry in a conscientious manner. Be a self-starter with the ability to positively motivate others in a cooperative fashion. Establish and maintain effective working relationships with other staff members and end-users. Be able to travel two or more times per month, dependent upon scheduling.

Working Conditions/Physical Requirements:

Occasional heavy lifting will be required (25 lbs). Ability to work long hours working in front of a PC. Working with protective rubber gloves and potentially bio hazardous materials including blood products and chemical reagents typically found and used in electromechanical and/or biomedical environments.

At Thermo Fisher Scientific, each one of our 100,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular missionenabling our customers to make the world healthier, cleaner and safer.

Apply today! http://jobs.thermofisher.com

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

Posted
06/21/2022
Salary Range
$56,000.00 - $67,000.00
per Year
Salary range estimated by
salary estimation provided by zippia
Location
West Hills, CA, 91307, US