Work Schedule Standard (Mon-Fri)
Environmental Conditions Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)
Job Description
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 day-enabling 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 take science a step beyond by developing solutions to some of the world's toughest challenges, from protecting the environment and ensuring food safety to helping find cures for cancer.
Role Overview
Are you ready to advance your technical support career? Thermo Fisher Scientific is seeking a Technical Support Specialist to provide expert-level support for advanced laboratory automation and robotic platforms. This role provides advanced tier 3 technical support for customer systems through structured troubleshooting, remote diagnostics, and on-site investigations.
You will work closely with Field Service Engineers, product specialists, and engineering teams to resolve hardware, software, and system integration issues.
You will act as a technical subject matter expert, working cross-functionally with R&D, Product Engineering, Quality, and Field Service to resolve systemic issues, influence product improvements, and strengthen service capability across internal and partner organizations.
This role requires a high degree of independent work and self-direction, as the primary engineering and support teams are in Finland. The ability to operate effectively across time zones, manage priorities autonomously, and collaborate remotely with global teams is essential.
This remote-based position involves frequent travel (up to 70%) to customer sites nationwide, with a preference for candidates based in the Northeast United States.
Key Responsibilities
• Provide Tier 3 / escalation-level technical support for complex laboratory automation and robotic systems • Operate independently in customer-facing and technical decision-making scenarios while coordinating remotely with global engineering and support teams • Lead system-level root-cause investigations spanning robotics, electromechanical hardware, control software, firmware, and networking • Support high-impact customer escalations requiring advanced diagnostics and on-site technical leadership • Act as a technical liaison between Field Service, R&D, and Product Engineering • Drive the development of technical documentation, service standards, and troubleshooting methodologies • Design and deliver advanced technical training for internal teams and external partner service organizations • Mentor junior technical support and field service engineers • Contribute to product improvement initiatives through structured feedback, failure analysis, and design input • Ensure compliance with quality systems, validation requirements, and regulatory standards
Qualifications
• Bachelor's Degree with 7-10+ years of experience supporting laboratory automation, robotics, or complex electromechanical platforms • Proven ability to operate autonomously as a technical authority while collaborating effectively with globally distributed engineering and support teams • Deep expertise in robotic systems, motion control, sensors, and system integration • Strong experience troubleshooting software-controlled automation systems, including logs, diagnostics, and system performance analysis • Proven ability to lead technical escalations and operate independently in customer environments • Demonstrated experience authoring high-quality technical documentation and delivering formal technical training • Experience supporting partner service organizations or global service models • Willingness to travel within the U.S. up to 70% of the time
Compensation and Benefits
The hourly pay range estimated for this position based in New York is $36.42-$54.63.
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.