Technical Support Specialist
Thermo Fisher Scientific
full-time
Posted on:
Location Type: Hybrid
Location: Remote • New Hampshire • New York • United States
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Salary
💰 $36 - $55 per hour
About the role
- 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
Requirements
- 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
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 & Tools
laboratory automationroboticselectromechanical systemsmotion controlsensorssystem integrationtroubleshootingtechnical documentationtechnical trainingfailure analysis
Soft Skills
technical supportcustomer-facingdecision-makingmentoringcollaborationleadershipcommunicationautonomyproblem-solvingfeedback
Certifications
Bachelor's Degree