Job Description

　　Technical Support Application Specialist II

　　R-01214616

　　Here at Thermo Fisher Scientific, our industry-leading scale means unparalleled commercial reach, unique customer access and a global footprint. Our broad customer base, from research, clinical to commercial production means you can have a broad and significant impact. All while working in an environment where you will be supported, valued and rewarded for your performance.

　　The Technical Support Application Specialist II is responsible for critical issue resolution as well as participating as an active member of the team to deal with incoming cases. You will partner with other Application Support Specialists to deliver outstanding support to internal and external customer through telephone, email, chat, and web-bases support tools. Using remote technologies and troubleshooting, you will minimize disruption to our customer's operation!

　　Key Responsibilities:

　　Responsible for providing technical assistance for XRF product line.Ensure the customers receive outstanding remote service and support in line with service agreements.Record and track customer issues using the Salesforce Case Management system, take ownership of cases and provide solutions to meet critical metrics.Help with creating and conducting training session for customersLead by example to prioritize work, handle critical issues, and help with ad hoc projects.Create knowledgebase article and assist with implementation of customer self-service material and tools.Create software or hardware related service bulletin for distributors / channel partners and end users.Provide distributor support on a case-by-case basis and coordinate with the depot Team.Act as a liaison between the customer and internal functions (FS, CS, Quality, R&D, Depot, etc.) to ensure a resolution of the customer's issue.

　　Job Requirements:

　　Education:

　　Bachelor of Science, or equivalent work experience in materials science, physics, chemistry, or related subject.

　　Experience:

　　1+ years of experience in Field Service and/or Application Support, preferably in an industrial equipment-manufacturing environment.Strong preference for prior experience in XRF or LIBSMust be able to communicate effectively with a wide variety of people and have strong social skills.

　　Skills/Abilities:

　　Demonstrated social skills including communication, mentoring, coaching, and the ability to interact with colleagues at all levels, including communications with a global, culturally diverse clientele.Interpersonal skills with an ability to prioritize manage time effectively and meet agreed deadlines.Ability to create and develop meaningful and beneficial partnerships with our customers.Ability to handle high stress customer situations.Deep technical or scientific skills with keen desire for learning and advancementDemonstrated high degree of customer serviceA natural problem solver with tenacity, collaborative, and strong resolveStrong cross-functional skills, with the ability to create consensus and agreement

　　Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. A one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

　　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.