The job:
Job Title: Senior Technical Software Support
Location: Altrincham, Remote United Kingdom OR Austin, Texas, Philadelphia, Bannockburn USA
 
When you’re part of Thermo Fisher Scientific, you’ll do challenging work, and be part of 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 more than $20 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.
 
How will you make an impact?
The Senior Technical Software Support, will provide technical support for Thermo Scientific Chromeleon CDS and Waters Empower CDS associated with SII for Empower instrument integration software products to customers within Thermo Fisher and externally. This will include: Incident ownership from receipt to resolution and closure, adherence to escalation procedures, customer service level agreements, implementation and support of customized customer specific solutions.
 
Main Activities / Responsibilities
 

• Managing customer incidents in a professional and efficient manner
• Build working relationships with other departments of Thermo Fisher Scientific, particularly within the software development and product teams
• Proactively learn new technologies as well as the supported products
• Be prepared to visit customers for on-site relationship building or troubleshooting
• Be the intermediary between customer and Thermo Fisher to ensure mutually beneficial resolutions
• Other duties as assigned

• Experience as CDS Administrator or Super User
• Working knowledge of CDS and/or MS software
• Working knowledge of Windows Server, Win 10
• Knowledge of chromatography or mass spectrometry instrumentation and its usage in an industrial laboratory setting is advantageous
• Comfortable with and effective at expressing and exchanging ideas, concepts and designs in a group setting
• Customer focused and committed to customer allegiance
• BSc or higher in Computer Science, Mathematics, Life Sciences or related field

• A few years software technical support experience
• Comfortable with working in a dynamic, flexible environment.
• Excellent & attentive listener
• Tenacious problem solver
• Enthusiastic, positive, action-oriented attitude
• Above average verbal and written communication skills
• Ability to liaise with people at all levels, from technical experts to novice users
• Organized with the ability to prioritize workload and work under pressure
• Ability to travel nationally and internationally up to 20% of the time

• Contributory pension scheme
• Private medical insurance
• Flexible benefits scheme
• Annual incentive plan
• Free parking
• Excellent career development opportunities

At Thermo Fisher Scientific, each one of our 70,000 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.
Apply today! http://jobs.thermofisher.com
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.