Mission

The Technical Support Engineer SDB is member of the GTS APAC team in Asia. This group is responsible for the 2nd line support within APAC region, installation assistance, handling technical escalation and the remote support.

The Technical Support Engineer is mainly responsible for providing technical support in order to enable quick and proper solutions to problems in the field. In order to successfully do so, the Technical Support Engineer will have to develop close relations with colleagues from other GTS teams , Application team and the field service. He/she can work independently under stress-situations (time-pressure, expectations), understands the importance of customer satisfaction, and succeeds through dedication, enthusiasm, technical capabilities and enabling a network of expert people within ThermoFisher Scientific.

Job Description

• Provide 2nd line technical support up to system level of SEM/DB products in APAC region.
• This means phone and email support as well as traveling to customer sites and repair down tools that are under escalations.
• This also includes training the onsite engineers while doing repairs.
• Provide remote support to our FSE’s as well as customers
• Expected time on travel is 50%
• From from home office, based in Taiwan or China

The Requirements

• University degree in a technical discipline, or a combination of education and experience that demonstrates the required skills

• Willingness to work in high-tech industry manufacturing environment
• Ability to plan and resolve issues that involve gaining cooperation of cross-functional, multi-cultural groups and sites without damaging relationships.
• Must be able to work in clean room environment
• Must have ability to obtain a valid passport and travel regionally and internationally as required (expected time on travel is 50%)
• Fluent in English and local language (verbal and in writing)
• Written and verbal communication skills
• Typically requires 5 years experience in a servicing FEI / Thermo Scientific electron microscopes
• Excellent, enthusiastic, clear communication skills with a diverse audience is critical to the success of this position

Expected competencies

The successful candidate will possess the following competencies:

Functional

• Customer focus
• Strong communicative and multicultural interaction skills
• Planning / Organizing, Prioritizing & Goal setting
• Quality and sustainability focus
• Systematic problem solving
• Decisiveness & Judgment
• Creativity and Innovation

Leadership

• Gets results, even under difficult situations and is creative (finds better/alternative ways)
• Relationship building
• Influence, persuasion and energizing behavior
• Collaboration & Teamwork
• Flexibility & Achieving change
• Conflict management