You will support our customers and colleagues, creating the best possible experience with our environmental, water technologies and gas detection products and support the business by providing pre- and post-sales technical support, creating demand, accelerating sales, and building market share.
What will you do?
1. Provide technical support for our range of water and environmental analysis product lines and services by answering customer technical inquiries received via face to face visit, telephone, email or web chat. Some knowledge of our gas detection products as well would be an advantage.
2. Pro-active management and resolution of customer technical issues and highlighting complex issues accordingly
3. Accurately record pertinent information from customer contacts in Customer Relationship Management system.
4. Support the Thermo Fisher Scientific business by driving customer success and business growth!
5. Partner with Product Specialist teams regarding technical and product information throughout the product lifecycle, and helping with new product introduction and end of lifecycle management.
6. To identify sales opportunities and capitalize on these by collaborating with commercial colleagues to demonstrate the Thermo Fisher Value proposition.
7. LOM support with the commercial team for tenders and companywide proposals
8. Collaborate with Product Management to develop technical selling strategies and supporting collateral.
9. Participate in frequent training on products and continuing education on new applications and technologies to remain at the forefront of industry knowledge
10. Delivers comprehensive technical training to collaborators
11. Summarize trends and technology as technical tips, FAQ’s and troubleshooting guides.
12. Present technical updates to colleagues and actively partake in department meetings.
13. Participate in additional multi-department team or individual projects.
14. May be required to assist with lab/field-based customer trainings, projects.
How will you get here?
Education
15. BSc or MSc in a scientific field preferred, preferably environmentally related
Technical Applications Experience
16. 1+ year of working with Thermo Fisher’s environmental analysis products preferred
17. 1+ years technical and application knowledge across similar Water Technologies
18. 3+ years industry experience in the environmental analysis sector with a focus on water and/or gas technologies
19. Experience in a customer-facing role and/or providing technical and industrial presentations to a variety of audiences is strongly preferred.
20. Extensive hands-on experience with the applications and techniques
Knowledge, Skills, Abilities
21. Ability to efficiently troubleshoot and address customers’ technical problems by phone, email, webinar, and in-person
22. A customer-facing personality and engage in technical discussions with customers to establish and build long term relationships
23. Ability to work independently.
24. Have an in-depth knowledge of instrumentation enabling installation and commissioning.
25. Understand the technical instrumentation requirements of current draw, power requirements and the ability to converse with senior instrumentation managers in the Project design phase and in the field.
26. Preference to already have or be prepared to acquire the Certificate IV in Training and Assessment in order to conduct “proficiency” based training in the class room or remote sites.
27. Ability to travel up to 25% of the time
At Thermo Fisher Scientific, each one of our 75,000 extraordinary minds has a unique story to tell. Join us on our mission—enabling our customers to make the world healthier, cleaner and safer.