Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

Thermo Fisher Scientific Inc. is seeking a highly skilled and motivated Technical Service Engineer to join our Bioscience team in Madrid. As a Technical Service Engineer, you will have the unique opportunity to apply your expertise in Flow Cytometry and Cell Sorting to improve customer experience and contribute to the overall success of our company.

What will you do?

• Excel in delivering outstanding customer support through effectively resolving instrument hardware and software related inquiries. Engage with customers via phone, email, and remote support tools to ensure their satisfaction.
• Collaborate across functions within the organization to optimize instrument performance and ensure the success of our customers.
• Work closely with Applications Support and Field Service Engineers to prioritize activities and ensure a successful outcome.
• Represent the company in a positive, professional manner in all dealings with Thermo Fisher Scientific customers, both external and internal.
• Manage service requests and administrative responsibilities.
• Acts within our general policies, business processes and procedures (PPP) and local procedures and rules.
• Customer relationship management, written documentation of service activities, and effective interaction and communication with internal personnel, manufacturing, and sales.
• Contributes to achieve specific Global Service & Support (GSS) related targets as defined for revenue, profit, service order volume, etc.

• Direct technical/hardware support assistance for customers.
• Focus on remote resolution and dispatch avoidance.
• Prioritize customer experience and allegiance.
• Support continuous improvement projects as requested.
• Other duties as assigned.

• B.S. (or equivalent experience) or higher in science/engineering or a related field.

• Professional background in life sciences, cell biology, biomedical engineering, or related subjects.
• Proven ability to diagnose and resolve problems on electronic and mechanical instrumentation in a scientific laboratory environment, with a focus on remote resolution.
• Application experience with Flow Cytometry.
• Preferred application experience with Cell Sorting.
• Excellent analytical, interpersonal, and communication skills, with the ability to explain complex technical issues in a clear and concise manner.
• Proficiency in both verbal and written communication in English, as well as a good command of French or German.
• Basic software skills and computer literacy.