Thermo Fisher Scientific

Service Support Specialist II

Thermo Fisher Scientific

full-time

Posted on:

Location Type: Hybrid

Location: Grand Island • California, Illinois, New York, Oregon • 🇺🇸 United States

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Salary

💰 $54,000 - $81,000 per year

Job Level

JuniorMid-Level

About the role

  • Provide customer support for Thermo Fisher Scientific instruments by answering customer inquiries.
  • 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
  • Collect sales leads on incoming calls and emails. Minimal travel may be required for this position

Requirements

  • Minimum of a B.S. or B.A in Life Sciences, Business or a similar field is required
  • 2+ years Prior experience in customer service or a customer-facing role is a plus
  • Strong written and verbal communication skills
  • Critical thinking & problem solving experience
  • Proficiency in computer applications, including spreadsheets, databases, word processing, and internet usage
  • Proven ability to quickly learn and understand new technical information
  • Customer-focused attitude and strong teammate
Benefits
  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer supportproblem solvingcritical thinkingtechnical informationprocess enhancements
Soft skills
strong written communicationstrong verbal communicationcustomer-focused attitudeteamwork
Certifications
B.S. in Life SciencesB.A. in Business