Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

At Thermo Fisher Scientific Inc., we offer an outstanding opportunity for a Technical Support Specialist (F/H) to join our team.

You will be in charge of Level 1 Technical support and consulting in the EMEA region for customers and technicians to solve demanding and complicated technical problems or to diagnose them independently (on laboratory equipment such as freezers, centrifuges, incubators, biological safety cabinets, etc.). Initiation of suitable measures to resolve the problems, maintain customer satisfaction and develop the service business.

Main Tasks

Technical support

• Deliver technical support to customers and service providers via telephone hotline, email, and online platforms.
• Advise and assist external contacts in analyzing, evaluating, and resolving faults to guarantee satisfied customers.
• Provide field technicians with timely and effective technical support to ensure swift on-site service.
• Complete all technical support activities in compliance with internal and customer regulations.
• Document and forward error analyses, offering suitable repair options if issues cannot be resolved remotely.

• Manage and implement device or technical customer complaints, and proactively advance service cases when necessary.
• Actively communicate with relevant partner departments to ensure customer issues are resolved.
• Document and monitor progress, ensuring continuous customer communication and recovery.

• Collaborate in the service offer process based on diagnostics and customer-provided information.
• Advise on the economic feasibility of repairs versus new purchases.
• Suggest workshop repairs for complex issues and follow up on service offers.
• Work with sales departments to increase service contract agreements.

• Adhere to Standard Work specifications and uphold the company's ethical business practices.

• Participate in training courses to improve technical knowledge and personal development.
• Engage in web-based training and lectures, showing a willingness to learn new technologies and systems.

• Bachelor's degree in a relevant field or equivalent experience.
• Extensive professional experience and product-specific training in scientific laboratory equipment maintenance.
• Adaptability and eagerness to learn.
• Strong communication, customer service, and problem-solving skills.
• Proficiency in written and spoken English; additional EU language skills are an advantage.
• Excellent negotiation skills with customers and internal teams.