Technical Product Support Specialist II at Thermo Fisher Scientific

Posted in Other 16 days ago.

Location: Lenexa, Kansas





Job Description:

Work Schedule

First Shift (Days)



Environmental Conditions

Office



Job Description




What Makes This Opportunity Unique



At Thermo Fisher Scientific, we are fully committed to excellence and innovation. As a Technical Support Specialist II, you will have a pivotal role in providing outstanding service and ensuring customer happiness. Join our enthusiastic team and excel in a dynamic environment where your demonstrated expertise will be highly regarded and your professional development will be cultivated.



Key Responsibilities





  • Deliver dedicated Technical Support for the Microbiology Division's product lines across all market segments.

  • Follow Thermo Fisher Scientific's protocols, consistencies, and procedures to ensure right-first-time operations.

  • Ensure that customer happiness objectives are met or exceeded.

  • Deliver a high level of customer service to both internal and external customers.

  • Collaborate with sales, customer service, management, quality, and other departments to improve the customer experience.

  • Collaborate with team members to exchange information and effectively implement solutions.

  • Process customer calls and emails within Service Level Agreements (SLAs), offering technical assistance and follow-up.

  • Record daily interactions with accurate information within ERP systems.

  • Address product discrepancies, document appropriately, and follow up.

  • Notify customers of Quality Systems field notifications per Standard Operating Procedures (SOP).

  • Provide proactive technical support to customers requiring special handling from assigned regions.

  • Assist Account Managers with technical information, product comparisons, substitutions, and alternates.

  • Support Customer Service and other personnel regarding product inquiries, availability, and catalog numbers.

  • Provide sales leads to account managers.

  • Keep product information up to date by working with Brand and Marketing Managers.

  • Support and practice Practical Process Improvement (PPI) methodology.

  • Attend professional workshops and seminars as assigned.

  • Present training topics on current trends in microbiology.

  • Promote the Microbiology Division at tradeshows and events.

  • Stay updated on new product introductions, technologies, market changes, competitors' products, and new customer applications.

  • Demonstrate high levels of customer-facing soft skills.

  • Assist Customer Service with orders and phone calls as needed.

  • Report any actual or potential safety hazards to the appropriate personnel.

  • Travel up to 25% for onsite customer visits and validations.


Minimum Requirements/Qualifications



  • Bachelor of Science degree in Medical Technology, Clinical Laboratory Sciences, Microbiology, or Biology preferred.

  • Hands-on experience in clinical, food safety, pharma, or molecular laboratory settings.

  • Excellent oral and written communication, and problem-solving skills.

  • Capacity to coordinate and prioritize tasks, be proactive, take initiative, resolve problems, follow through, and handle various responsibilities.

  • Proficiency in Microsoft Office, including Word, Outlook, and Excel.

  • Strong interpersonal, self-motivational, and negotiating skills.

  • Prefer experience in customer care and handling incoming and outgoing calls.

  • Experience in molecular microbiology, including RT-PCR, is a plus.

  • Familiarity with instrumentation for blood culture and AST is an advantage.

  • Ability to travel.



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