Thermo Fisher Scientific’s Mission is to enable our customers to make the world healthier, cleaner and safer, and the global coronavirus (COVID-19) outbreak is a powerful reminder of the importance of that Mission. In fact, Thermo Fisher is at the forefront of the global response to COVID-19. We are working with governments, agencies, industry partners and researchers globally to ensure priority access to instruments, consumables, safety supplies and other products to address the outbreak. Our efforts have been particularly focused in supporting analysis of the virus, diagnosis, personal protection, and ultimately helping in the development of new therapeutics and vaccines.

How will you make an impact?

The Technical Applications Specialist is responsible for providing remote pre and post sales technical support of Thermo Fisher Scientific products to customers and field personnel, as well as relaying customer feedback to the organization.

What will you do?

• Provide technical support for Thermo Fisher Scientific Genetic Analysis products
• Answer customer technical inquiries, primarily received by telephone and email
• Provide timely technical advice with a view to immediate problem resolution
• Utilize all available resources to resolve or escalate complex issues
• Keep detailed records of customer interactions in appropriate systems
• Remain up to date with product and workflow knowledge through continuous learning
• Participate in creating, maintaining and improving technical documentation, website information and knowledge databases
• Present internal technical training and updates and contribute to department meetings
• Assist sales, marketing and support teams to present technical and product information during customer visits and events
• Participate in additional projects, activities and duties as required
• Some travel may be required for the position

How will you get here?

Education

• Minimum Qualifications: B.S., B.A. or M.S. in life sciences or chemistry or a similar field.
• Preferred Qualifications: PhD or a PhD. with post-doctoral experience.

Experience

• 3+ years of hands-on experience with Genetic Analysis applications including DNA sequencing, Real Time PCR, and/or Microarray technologies. Understanding of:
  • assay design, optimization and validation
  • sample preparation
  • instrument operation and troubleshooting
  • data analysis/software
• Familiarity with data management, computer networking and bioinformatics
• Experience with clinical applications is desirable
• Prior experience in a customer service or support role is desirable

Knowledge, Skills, Abilities

• Ability to quickly learn large amounts of new, complex technical information
• Aptitude for problem solving
• Ability to work effectively as part of a team
• Positive and assertive attitude towards resolving stressful situations
• Excellent oral and written communication skills
• Ability to manage multiple priorities
• Some weekend work will be required
• A minimum two-year commitment to Technical Support is required due to the extensive up-front training needed to fully support our expansive product line.

Work Schedule

• You may be required to work on weekends as this role provides 24/7 support to our Priority Support phone and email system relating to Covid-19 testing.

*EVAPAC2020

*GTSDouble