Work Schedule
Rotational days/weekends
Environmental Conditions
Office
Job Description
Position Summary
The Support Analyst / Technical Support Specialist II is a key member of the Technical Support Team, providing exceptional, around-the-clock technical assistance to customers using products from Thermo Fisher Scientific’s Digital Science and Automation Solutions (DSAS) Division.
This role ensures customer satisfaction by resolving technical incidents within defined service levels, driving continuous service improvements, and maintaining the highest standards of support excellence.
The position requires flexibility to work weekends and travel up to 25% of the time for on-site customer support and training.
Key Responsibilities
- Deliver high-quality, customer-focused technical support for DSAS products such as SampleManager LIMS, Watson LIMS, and Integration Manager.
- Apply strong analytical and problem-solving skills to resolve complex technical issues efficiently.
- Follow IT service management (ITSM) protocols, including incident, problem, and service request management, as well as root cause analysis.
- Take full ownership of assigned support cases, from initial contact through resolution, ensuring compliance with service level agreements.
- Work with Customer Relationship Management (CRM) tools such as Salesforce or Atlassian Jira to manage customer interactions and track progress.
- Apply programming expertise in .NET and C# to diagnose and address technical challenges.
- Work with databases (MS SQL, Oracle, PostgreSQL) to perform basic administration tasks and design effective SQL scripts.
- Demonstrate understanding of cloud platforms and container technologies, including Amazon Web Services (AWS) and Kubernetes.
- Build and maintain strong partnerships with internal teams such as TechOps, Development, and Professional Services.
- Communicate clearly and respectfully with customers and colleagues through both written and verbal channels.
- Handle challenging customer situations with professionalism and empathy.
- Proactively identify critical issues and collaborate with team leaders, managers, or development teams to drive timely resolutions.
- Contribute to the creation and maintenance of Knowledge Articles and technical documentation for DSAS products.
- Embrace and apply the Practical Process Improvement (PPI) Business System to improve the efficiency and quality of support operations.
- Travel domestically and internationally as needed to provide direct customer support and training.
- Represent Thermo Fisher Scientific as a trusted customer advocate, consistently demonstrating the company’s core values: Integrity, Intensity, Innovation, and Involvement.
Minimum Requirements / Qualifications
- Bachelor’s or Master’s degree in Laboratory Science, Life Sciences, or Information Technology (or a related field).
- Experience working with Laboratory Information Management Systems (LIMS).
- Proficiency in programming languages such as C# and .NET.
- Strong customer service orientation with excellent interpersonal and communication skills.