Network Support Engineer
Abacus Group
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Technical Support Specialist II
Thermo Fisher Scientific
full-time
Posted on:
Location Type: Remote
Location: Remote • North Carolina • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
TCP/IP
About the role
- We enable our team members to provide post-sales support (via phone or e-mail) to address technical product issues for our customers to ensure their happiness while building professional skills at the same time!
- Follow Thermo Fisher Scientific protocols and procedures.
- Provide the highest level of customer service and technical support.
- Contribute to service knowledge base by crafting and uploading articles (i.e., manuals, procedures, troubleshooting guides).
- Demonstrate high levels of customer-facing soft skills.
- Interface closely with sales, service, and management to ensure customer happiness.
- Optimally communicate and exchange 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. (Including the ability to train online and pass required courses.)
- Conducts technical diagnosis of operational problems on various types of laboratory equipment and instrumentation.
- Keep up-to-date on new product introductions, technologies, market changes, competitors’ products, and new customer applications.
- Enter data into business systems and/or assign cases to the appropriate department.
- Support the Quality System and Quality Policy by following department procedures and work instructions.
- Work closely with Product Technical Specialists in the development of technical publications for problem solutions.
- Promote types of extended warranty/PM contracts on equipment and user training.
- Advise sales representatives of potential selling opportunities within accounts.
- Identify and report quality or compliance concerns to management and the Quality team and take immediate actions to assist customer.
- Complete all quality & compliance training requirements within defined timelines.
- Troubleshooting lab equipment model lines: This includes but is not limited to CO2 and microbiological incubators, refrigerated incubators, environmental chambers, ovens, furnaces, biological safety cabinets, shakers, hotplates, mixers, and dry baths.
Requirements
- High school diploma or GED equivalent with 3 years proven experience working hands-on with electrical, mechanical, and/or refrigeration systems in manufacturing or field service environments.
- Associates Degree (or higher) in electrical or refrigeration is preferred.
- Good understanding of Information Technologies – networking, hardware, software, wireless installation, and the Internet.
- Solid understanding of TCP/IP Networking functions would be desirable.
- A minimum of 1 year customer-facing or remote customer service experience preferred.
- Must be able to coordinate and prioritize work, be proactive, take initiative, resolve problems, follow through, and simultaneously prioritize to ensure goals are met in a timely manner.
- Excellent digital literacy required, including Word, Excel, and email management.
- Excellent communication skills required; both oral and written.
- Able to present sophisticated ideas to non-technical audience and address customer problems with perseverance and a positive approach.
- Ability to work independently, be self-motivated, diligent, and organized.
- Strong interpersonal, self-motivational, & negotiating skills.
Benefits
- Full-time remote (work from home) position requires a home office setup including reliable internet service.
- Overtime is required as business needs dictate.
- Must be able to travel for training and other events as advised by Manager, including overnight stays. Travel is typically less than 10% but is subject to change and is dependent upon business needs.
- Adhere to Thermo Fisher safety policies and procedures to ensure a safe and balanced workplace environment.
- Must have a valid driver’s license and a safe driving record.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical diagnosistroubleshootingelectrical systemsmechanical systemsrefrigeration systemsTCP/IP networkingdigital literacydata entrytechnical publicationscustomer service
Soft skills
customer-facing skillscommunication skillsproblem-solvingproactiveinitiativeorganizationself-motivationinterpersonal skillsnegotiating skillsperseverance
Certifications
high school diplomaGEDAssociates Degree in electrical or refrigeration
