Thermo Fisher Scientific Chromatography Technical Support Specialist in Denver, Colorado
When you're part of the team at Thermo Fisher Scientific, you'll do important work, and you'll be valued and recognized for your performance. With talented managers and inspiring coworkers to support you, you'll find the resources and opportunities to make significant contributions to the world.
How will you make an impact?
The Chromatography Technical Support Specialist is responsible for creating an outstanding experience for new and existing customers. Armed with product and service knowledge combined with friendly energetic customer relationship skills, the team provides customer support and technical assistance to customers in a fast paced and energetic environment. The position will primarily be supporting (GC) Gas Chromatography, Liquid Chromatography (HPLC) and Ion Chromatography (IC) instrumentation and quantitative analysis with but not limited to Chromeleon chromatography data systems in both standalone and network environments.
What will you do?
Provide technical support via phone or electronically to customers, external and internal, involving hardware, software, instrument consumables, and operation.
Create, coordinate and manage all ticket types for Technical Support and Onsite service requests
Assist in the development and implementation of plans to improve technical services including new and emerging digital capabilities, while working towards corporate/individual revenue and customer allegiance goals.
Remote diagnostics and troubleshooting using Augmented Reality tools, and various other digital tools must be used effectively to ensure minimal disruption to these customer's analytical needs by minimizing the need for onsite service whenever possible, and generally provide a speedy resolution whenever problems appear.
Maintain highly accurate records in the service database for compliance regulations.
Provide basic application support for internal and external customers.
Promote and sell aftermarket products for the service organization
Effectively communicate competitive information and additional sales opportunities to Marketing and Sales Engineers. Provide feedback to factory for product improvements.
Achieve performance objectives personally and as a team
Strive to increase customer satisfaction daily
All other duties as assigned by Technical Support Manager and/or Supervisor
How will you get here?
Education and Required Experience:
Minimum Bachelor's degree required; Degree in Chemistry highly preferred
3-5 years relevant field experience; previous laboratory or similar experience required
Keen ability to troubleshoot, diagnose and provide solutions to complex problems
Must be able to communicate effectively with a wide variety of people and have strong interpersonal skills.
Active certification in product line required, or 80% of training in product techniques and at least 2 years of experience with Thermo Fisher Scientific Chromatography instruments.
Other Job Requirements:
Preferred hours are Pacific Time Zone, 8 AM to 5 PM (10 AM to 7 PM central time) but Eastern time zone candidates will be considered.
Adhere to OHS policies and procedures and ensure a safe and healthy workplace environment
Excellent communication (verbal and written) skills.
Detailed understanding of Windows based software, networking and PC hardware.
Ability to prioritize multiple high priority activities (tech support calls, training, travel, service calls and other group needs) and establish realistic schedules to meet requirements.
A positive attitude, motivated, competitive and high energy is required
Able to present complex ideas to non-technical audience and solve customer problems with patience and a positive approach
Ability to work independently, be self-motivated, detail-oriented and organized
Ability to travel 15% of the time for business purposes
May be asked to be on-call for after-hours phone support (as needed)
This position has not been approved for relocation assistance.
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $25 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them. Our global team of more than 75,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services and Patheon. For more information, please visit www.thermofisher.com .
Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.