Work Schedule
Rotational days/weekends
Environmental Conditions
Office
Job Description
When you're part of Thermo Fisher Scientific, you'll do challenging work belonging to 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 $40 billion and the largest investment in R&D in the industry, we give our people the resources and chances to create significant contributions to the world.
Position Summary:
The Support Analyst is a member of an EMEA Customer Services Team. The role will require the provision of high quality first and second line support to customers in the context of products supplied by Informatics. The high quality demanded by this position will be met by the analyst's ability to respond to support incidents within target times and assist in activities designed to facilitate continuous improvements to helpdesk services. In exchange, the analyst has a chance to learn world leading laboratory softwares and procedures around them in a dynamic working environment. Analyst will need to be available to travel up to 25% of the time to provide support and training for current customers.
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Responsibilities:
• Incident ownership and management from receipt to resolution and closure.
• Build working collaborations departments of Thermo Fisher Scientific Informatics, particularly the development team.
• Adhere to Quality Management System procedures and customer service level agreements.
• Raise incidents to Informatics Research and Development or the Helpdesk Team Leader when required.
• Proactively learn new technologies as well as supported products.
• Participate in PPI projects. (Assist in Identification and implement of short and midterm strategic plans to improve helpdesk operations)
• Be prepared to visit customers for on-site relationship building, training or investigation.
• Act as the Thermo Fisher Scientific customer ambassador.
• May be required to travel nationally and internationally.
• Communicate with customers in a professional and respectful manner.
• Provide technical solutions to incidents wherever possible.
• Work closely with the Helpdesk Team Leader and the EMEA Customer Services Manager to be aware of current standard and custom service levels.
• Other duties as assigned.
Minimum Requirements/Qualifications:
• Bachelor's degree or Master's degree (preferably Laboratory/Life Science/Computer Science)
• > 2-8 years' experience in the similar position in technical support in the enterprise software arena
• Experience with LIMS is an asset
• Previously worked within a laboratory environment - good to have
• Programming skills (C# preferably)
• Database skills and understanding (Oracle, SQL Server or PostgreSQL)
• Knowledge of network architectures
• AWS administration - good to have
• Good command of a European language (Spanish, German, French etc) besides English is a plus
• Excellent analytical and problem-solving skills
• Strong customer service skills
• Experience as a technical trainer or proven presenter of technical material
• Open, honest communicator, with solid verbal, listening and written communication skills
• Organized with the ability to prioritize tasks and perform effectively under pressure
• Enthusiastic, positive, action orientated
• Strong motivation to learn and to develop
• Able to communicate effectively with individuals at all levels of expertise, ranging from technical specialists to novice users
• Demonstrates Thermo Fisher Scientific values - Integrity, Intensity, Innovation and Involvement
At Thermo Fisher Scientific, each one of our 100,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission-enabling our customers to make the world healthier, cleaner and safer.