Work Schedule
Standard (Mon-Fri)Environmental Conditions
OfficeJob Description
Service Support Specialist II
R-01353861
Grand Island. NY or Carlsbad, CA
As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.
All of our employees share a common set of values - Integrity, Intensity, Innovation and Involvement. Our ability to grow year after year is driven by our ability to attract, develop and retain world-class people who will thrive in our environment and share in our mission to enable our customers to make the world healthier, cleaner and safer.
Join our dynamic Global Service and Support organization as a Senior Service Support Representative. In this role, you will be responsible for delivering outstanding customer experiences for our scientific instrument install base.
Provide customer support for Thermo Fisher Scientific instruments by answering customer inquiries. Inquires may be received via phone, email or web.
Provide customer support by using all available resources, and escalate issues or problems when warranted
Work collaboratively with internal teams, including sales, field, and product development, to provide support for instrument service, ensuring efficient resolution of service-related issues
Participate in frequent training on instruments and continuing education on new technologies to remain at the cutting edge of scientific knowledge
Accurately record pertinent information from the customer contacts in our Customer Management system.
Recommend changes to knowledge databases, website, and other company-managed databases of technical information
Proactively identify opportunities for process enhancements and implement improvements to enhance service quality and customer experience
Contribute to team meetings
Participate in additional special team or individual projects
May be required to perform other related duties as opportunities arise
Collect sales leads on incoming calls and emails.
Minimal travel may be required for this position
Minimum of a B.S. or B.A. in Life Sciences, Business, or a related field required; or a high school diploma/GED with 4+ years of relevant experience in lieu of a degree.
Strong written and verbal communication skills
Demonstrated critical thinking and problem-solving abilities
Proficiency in standard computer applications
Ability to quickly learn technical information
Strong prioritization and organizational skills
Customer-focused mindset with collaborative approach
Excellent analytical and communication skills
Compensation and Benefits
The salary range estimated for this position based in New York is $55,000.00–$81,000.00.This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:
A choice of national medical and dental plans, and a national vision plan, including health incentive programs
Employee assistance and family support programs, including commuter benefits and tuition reimbursement
At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount
For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards
Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science. Our mission is to enable our customers to make the world healthier, cleaner and safer. With revenues of nearly $11 billion, we have approximately 37,000 employees and serve customers within pharmaceutical and biotech companies, hospitals and clinical diagnostic labs, universities, research institutions and government agencies, as well as in environmental and process control industries. We create value for our key stakeholders through two premier brands, Thermo Scientific and Fisher Scientific, which offer a unique combination of continuous technology development and the most convenient purchasing options. Our products and services help accelerate the pace of scientific discovery, and solve analytical challenges ranging from complex research to routine testing to field applications.
All of our employees share a common set of values - Integrity, Intensity, Innovation and Involvement. Our ability to grow year after year is driven by our ability to attract, develop and retain world-class people who will thrive in our environment and share in our desire to improve mankind by enabling our customers to make the world healthier, cleaner and safer.
If you share in our values and if you're looking for an employer who is strongly committed to developing talent and rewarding achievement, come grow with us at Thermo Fisher Scientific.
Thermo Fisher Scientific is an Equal Employment Opportunity and Affirmative Action employer.