Thermo Fisher Scientific Technical Support Specialist in Madison, Wisconsin
Provide technical support via phone or electronically to customers, external and internal, involving hardware, software and operation.
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
Assist in developing and implementation of plans to improve technical services and capabilities while working towards corporate/individual revenue and customer allegiance goals.
Effectively communicate competitive information and additional sales opportunities to Marketing and Field Sales Engineers. Provide feedback to factory personnel for product improvements.
Strive to increase customer satisfaction on a daily basis
All other duties as assigned by Technical Support Manager and/or Supervisor.
Bachelor’s degree in Chemistry or related field preferred.
Previous experience with FTIR required. Previous experience with Thermo Fisher Scientific instruments preferred.
4+ years experience in a Laboratory or Support role in which direct customer contact was part of the job function preferred
Must be able to communicate effectively with a wide variety of people and have strong interpersonal skills.
Knowledge, Skills & Abilities necessary:
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.
Ability to work independently, and as part of a group, to accomplish individual and team objectives.
Independently resolve difficult customer problems.
Ability to travel 15% of the time for business purposes
May be asked to be on-call for after-hours phone support (as needed)
If you are an individual with a disability who requires reasonable accommodation to complete any part of our application process, click here at https://jobs.thermofisher.com/page/show/eeo-affirmative-action-statement#accessibility for further assistance.
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.