CO Salary Range: USD 37.00 - 48.00 per hour
Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
Position Summary:
The HPLC/IC Technical Support specialist III responsibilities include crafting an outstanding experience for new and existing customers in addition to the Field Service Teams. Armed with product and service knowledge combined with upbeat customer relationship skills, the Technical Support role provides customer support and technical assistance to both internal & external customers in a fast-paced environment.
The position will primarily be supporting Liquid Chromatography (HPLC), Ion Chromatography (IC) instrumentation, Discrete Analyzer Instruments (DIA) and quantitative analysis with Chromeleon chromatography data systems in both standalone and network environments.
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Additionally, will effectively use Augmented Reality and other digital tools to perform remote diagnostics to ensure minimal disruption to customer's analytical needs by minimizing the need for onsite service visits.
Location: US Remote - Pacific of Mountain Time Zone
Key Responsibilities:
- Provide technical support via phone or electronically to both external and internal customers, involving hardware, software, and instrument operations.
- Build, Coordinate, and handle all ticket types for Technical Support and Onsite service requests.
- Assist in the development and implementation of plans to improve technical services including new and emerging digital capabilities, while working towards corporate/individual revenue and customer allegiance goals.
- Maintain highly accurate records in the service database for compliance regulations.
- Promote aftermarket products and services for the service organization
- Effectively communicate competitive information and additional sales opportunities to Marketing and Sales Engineers. Engage with factory for product improvements.
- Achieve performance objectives personally and as a team
- Strive to increase customer satisfaction daily
- All other duties as assigned by Technical Support Manager and/or Supervisor.
Minimum Requirements/Qualifications:
- Bachelor's degree in Chemistry, Life Sciences or equivalent related experience required.
- Minimum of 3+ years of relevant field service and application experience with IC/ LC
- Must be well versed with Liquid Chromatography, Ion Chromatography systems, Chromeleon and or Discrete Analyzer Instrumentation
- Keen ability to solve, diagnose and provide solutions to sophisticated problems
- Able to communicate effectively with a variety of people
Other Job Requirements:
- Adhere to OHS policies and procedures and ensure a safe workplace environment
- excellent interpersonal skills.
- Detailed understanding of Windows based software, networking and PC hardware.
- Ability to prioritize activities (tech support calls, training, travel, service calls and other group needs) and establish realistic schedules to meet requirements.
- A positive attitude, motivated, driven and high energy is required
- Able to present complex ideas to non-technical audience and resolve customer problems with persistence and a positive approach
- Ability to work independently, be self-motivated and meticulous.
- Ability to travel 30% of the time in a year for business purposes
Compensation and Benefits
The hourly pay range estimated for this position based in Oregon is $37.00-$48.00.
This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:
- A choice of national medical and dental plans, and a national vision plan, including health incentive programs
- Employee assistance and family support programs, including commuter benefits and tuition reimbursement
- At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
- Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
- Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount
For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards