Technical Support Specialist II

Location
Asheville, NC
Salary
Competitive
Posted
September 07 2017
Ref
53496BR
Position Type
Full Time
Job Description
Provides post sales support (via telephone, fax and e-mail or direct travel to work site) to address technical product issues.

Job Duties:
    Provide Technical Support for LPD Product lines.Adhere to Thermo Fisher Scientific protocols, consistencies and proceduresEnsures that Thermo Fisher's customer satisfaction objectives are met or exceeded.Provide high level of customer service to existing and new customer base.Interface closely with sales, service, and management to ensure customer satisfaction is maximized.Effectively communicates and exchanges information among team members.Support Practical Process Improvement (PPI) methodology and participate in initiatives as required.Responsible for meeting all required department and company training goals and expectations. Maintains communication with customer to ensure understanding of status, cost, and timing of all aspects of the service event.Schedules assigned customers, performs corrective actions and reports repetitive or costly repair issues.Conducts technical diagnosis of operational problems on various types of laboratory equipment and instrumentation.Enters data into Service Management system.General technical knowledge of multiple Thermo product sets.Keeps up to date on new product introductions, technologies, market changes, competitors' products and new customer applications.Enters various types of data (i.e. service order, invoicing, RMA, etc.) into computer system.Participates in depot repairs, training, etc. (may be on a Rotational basis).Supports the Quality System and Quality Policy by following procedures/work instructions and creating records to meet the requirements of the Quality System Regulation and ISO registration.Works closely with Product Technical Specialists in the development of technical publications.Develops and maintains a working knowledge of Thermo products within customer environmentProvide support articles for service. Is LPD product knowledgeable and possesses soft skills to maintain customer satisfaction at a high level. Contribute to service knowledge base by creating and uploading articles (i.e. manuals, procedures, troubleshooting guides) Must always demonstrate high levels of customer facing soft skills.Maintains records of all service events per organizational policy.Promotes and sells various types of extended warranty/PM contracts on equipment, user training, and Service Replacement Orders. Advises sales representatives of potential selling opportunities within accounts. Develop and maintain customer facing information via the online Knowledge Base and Laboratory Equipment Parts pages as directed by Manager.
Minimum Requirements/Qualifications:
    AS Degree in Electronics or Refrigeration Preferred, but will consider 1-2 years' experience1-2 years customer service experience preferred.
This position involves access to export controlled technology which is subject to U.S. Department of Commerce export control regulations. Otherwise qualified candidates must meet these export control requirements or a deemed export license from the Commerce Department before a final job offer can be extended.

This position is not eligible for relocation assistance.




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.