Technical Support Representative

Thermo Fisher Scientific - Sugar Land, TX (30+ days ago)3.6

Job Description
Job Title: Technical Applications Specialist ll

Requisition ID:
When you’re part of the team at Thermo Fisher Scientific, you’ll 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 you’ll be supported in achieving your career goals.

How will you make an impact?

As a Technical Application Specialist II working within the Environmental and Process Monitoring Business, you will be part of a dedicated and professional call center team whose responsibilities include all aspects of product support for our customers. This position is primarily focused on supporting Process Monitoring Instrumentation for flow, density, and level measurement, process analytical systems equipment, and oil and gas testing.

This role is primarily office based but will require occasional travel to sites including but not limited formal and informal customer meetings, training, and field service support.

What will you do?

Present professional, efficient and friendly customer service to all customers
Provide technical support to customers and colleagues via phone, email and other electronic media
Troubleshoot, upgrade and repair equipment as required
Interact with Service, Sales, Marketing, R&D/Sustaining Engineering, and Operations teams to ensure collaborative efforts leading to timely response to customer needs
Manage daily work schedule to ensure sufficient call center coverage
Assist in the development of technical material and training documents
Train customers and colleagues on instrument operation and maintenance
Undertake some field service functions at customer sites
Escalate and document technical requests and quality issues through the use of CRM tools
Up to 10% travel as required for training or in support of service assignments.
Perform other duties as necessary to ensure the efficient operation of the Technical Support Department

Key Responsibilities:
Serve as member of a team that provides technical assistance to customers, field sales, and customer service personnel on Thermo Fisher Scientific products and their related applications.

How will you get here?

2 year College/Technical Degree and/or equivalent technical support or field experience.
Minimum of 2 years or equivalent technical experience with skills in analytical/process instrumentation, chemistry, pneumatics, mechanics and electronics
Knowledge, Skills, Abilities

This position may involve access to technology and/or software whose export is controlled by regulations of the U.S. government. Any final job offer will be extended only to otherwise qualified candidates who also meet the level of export control requirements applicable to the position.
Ability to interpret test procedures, wiring diagrams, schematics, and technical specifications is required.
Full driver’s license
Ability to solve problems and deal with a variety of variables in situations where only limited standardization exists and timely resolution is essential
Experience with Microsoft Office and database usage a must
Proficient use of a CRM tools such as SalesForce
The ability to read engineering drawings and circuit schematics
Excellent oral and written communications skills (listening and understanding; problem solving; presentation skills; etc.)
Excellent organizational and time management skills
Ability to prioritize work and simultaneously manage multiple responsibilities and assignments a must
At Thermo Fisher Scientific, each one of our 65,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier

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.