Job Title : Technical Support Specialist Requisition ID : 208031BR*When you are a part of Thermo Fisher Scientific, you’ll do challenging work, and be part of a team that values performance, quality and innovation.
As part of a successful, growing global organization you will be encouraged to perform at your best. With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.
Location : UK Basingstoke OR Spain Madrid OR Portugal Lisbon (Hybrid 3 days in the office) How will you make an impact?*Working within Thermo Fisher Scientific’s Specialty Diagnostic Group, within the Microbiology Division (MBD), our customers worldwide trust our microbiology solutions for the diagnosis of infectious disease and detection of bacterial contamination in industrial applications.
We serve public health, clinical laboratories, food companies, environmental screening and pharmaceutical laboratories with a portfolio of products that include culture media, antimicrobial susceptibility testing solutions and market-leading molecular solutions for food safety testing.
The successful applicant will be responsible for providing technical and applications support to external and internal customers.
The role supports regional customers in local languages (Spanish, Portuguese, English) in Europe and customers Globally.
In this role you will be part of the Global Service and Support Team. The principle activities are in supporting customers who contact us with technical, application enquiries and technical complaints.
The extensive Microbiology product range covers diagnostic Clinical, Pharmaceutical and Industrial consumables & instrumentation.
The Applicants existing microbiology, product and application experience will be enhanced with extensive training across the product range, including instrumentation and applications.
Training will also be provided to ensure the best experience for our customers.*What will you do?*Technical product complaint management* Provide Technical Complaint management for direct customers, Channel Partners & Distributors across the Microbiology product range.
Act as primary contact for end users, Channel Partners, Distributors and Account Managers for technical complaints across EMEA and Rest of World countries.
Prepare final technical complaint investigation reports for customers.* Ensure that technical complaints are processed to give best customer experience, supports vigilance procedures and Technical Support performance standards (KPIs) Technical Enquiries* Provide responses to technical and applications enquires for direct customers, Channel Partners, Distributors and internal customers across EMEA and Rest of World Countries.
Work in collaboration with the Instrument Services Team and Field Application Specialists.
Collaborate with internal functions or external third-party suppliers Globally in order to support customer technical enquiries.
Provide technical and applications support for tenders.* Ensure that technical enquiries are processed to give the best customer experience, support vigilance procedures and Technical Support performance standards (KPIs) Technical development and expertise* Actively develop knowledge and skills from colleagues, customers, internal & external courses, the Thermo Fisher University, conferences and external meetings.
Use Thermo Fisher Scientific PPI (Practical Process Improvement) tools for improvement activities within Technical Services and across all functions.
Build relationships across Global Technical Services Teams, Commercial, Brand Management, Procurement, Quality / Regulatory and Operations to develop knowledge and support our customers.
Provide product training to external and internal customers Customer Experience* Act as the customer advocate within Global Technical Services and associated functions* Use customer facing skills to provide a positive customer experience and support the Thermo Fisher Scientific Customer Allegiance Program (CAS).
Optimise sales performance through a partnership with the Customer, Account Manager / Field Sales and Customer Service*How will you get here?
Required Qualifications and Experience : * BSc Microbiology Clinical Microbiology Life Sciences* Relevant microbiology laboratory experience Clinical, Pharmaceutical or Industrial sectors
Experience in customer facing roleRequired Competencies : * Methodical, with strong organizational skills, managing own daily and weekly agenda and priorities* Strong customer service focus.
Ability to empathize with the customer and act with diplomacy particularly when managing technical complaints* Ability to work collaboratively in a team environment with good interpersonal skills to facilitate information exchange* Accuracy with data handling and record-keeping.
Good communication skills, written and spoken. Additional languages required depending upon the Region supported. This role fluent Spanish, Portuguese and English.
Conversant with Microsoft Outlook, Excel, PowerPoint and WordPreferred Competencies and Experience : * Experience in use of diagnostic instrumentation in the Microbiology environment, Clinical and Industrial* Experience with Thermo Fisher Scientific and Competitor products* Good working knowledge of SAP (ERP system)*What’s in it for you : Competitive base salary * Flexible working* Annual bonus * Private medical insurance * Flexible benefits Please send in your application, including a cover letter, CV (in one document) in English.
Apply via http : / / jobs.thermofisher.com / Reference : 208031BR, please apply as soon as possible, the position will be filled as soon as suitable candidate is found.
About us : *Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them.
Our global team of more than 100,000+ colleagues delivers an unrivalled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.
For more information, please visit www.thermofisher.com (http : / / www.thermofisher.com)With Thermo Fisher Scientific, it’s not just a career.
It’s a chance to realize your best professionally and personally. Thermo Fisher Scientific is an EEO / Affirmative Action Employer and does not discriminate on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.