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Job ID :
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Germany - Dreieich
Job Description

Technical Support Specialist m/f

Location: Dreieich, Germany (Hessen)
Job ID: 63088BR

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with revenues of $20 billion and 67,000 employees in 50 countries. Our mission is to enable our customers to make the world healthier, cleaner and safer. We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics and increase laboratory productivity. Our four premier brands - Life Technologies, Thermo Scientific, Fisher Scientific and Unity Lab Services - offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive support.

Position Summary:

The Technical Support Specialist is a member of a Customer Services Team. The role will require the provision of high quality first and second line support to customers in the context of products supplied by Informatics. The high quality demanded by this position will be met by the analyst’s ability to respond to support incidents within target times and assist in activities designed to facilitate continuous improvements to helpdesk services. Analyst will need to be available to travel up to 25% of the time to provide support and training for current customers.

Key Duties and Responsibilities:

  • Incident ownership from receipt to resolution and closure
  • Adherence to escalation procedures and customer service level agreements
  • Assist in Identification and implement of short and midterm strategic plans to improve helpdesk operations.
  • Build working relationships with other departments of Thermo Fisher Scientific Informatics, particularly the development team
  • Escalate incidents to Informatics Research and Development or the Helpdesk Team Leader when required
  • Proactively learn new technologies as well as supported products
  • Be prepared to visit customers for on-site relationship building or troubleshooting
  • May be required to travel nationally and internationally
  • Provide technical solutions to incidents wherever possible
  • Be an expert in at least one Informatics product
  • Work closely with the Helpdesk Team Leader and the EMEA Customer Services Manager to be aware of current standard and custom service levels

Minimum Requirements/Qualifications:

  • BS in Computer Science, Mathematics, Life Sciences or related field
  • Minimum 2 years' relevant work experience required (e.g IT Consultant, Software Developer, Application Specialist IT)
  • Must have a sound working knowledge of Operating systems (e.g. Windows Server 2008, 2008r2, 2012; Win XP, Win 7, Win 8)
  • Understanding of relational database concepts (Oracle preferred)
  • Programming skills in languages such as, C#, .NET, VGL etc.
  • Proven experience of technical support experience in the enterprise software arena
  • Experience as LIMS or CDS Administrator or Super User is an advantage
  • Experience as a technical trainer (or proven ability to present technical material)
  • Knowledge of chromatography and its usage in an industrial laboratory setting
  • Knowledge of network architectures
  • Excellent analysis skills
  • Ability to travel if required
  • Previous experience providing organizational support for a CDS/LIMS product desirable
  • Customer focused and committed to customer allegiance
  • Enthusiastic, positive, action orientated
  • Very good knowledge in German (written & spoken) is mandatory
  • Business level English (written & spoken) is required
  • Excellent verbal and written communication skills

Non-Negotiable Hiring Criteria:
  • BS in Computer Science, Mathematics, Life Sciences or related field
  • Must have a sound working knowledge of Operating systems (e.g. Windows Server 2008, 2008r2, 2012; Win XP, Win 7, Win 8)
  • Proven experience of technical support


We are looking forward to receive your application. Please refer to the above Job ID and include your salary expectations as well as your period of notice.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be construed, as an exhaustive list of all employee responsibilities, duties and/or skills required of all personnel so classified.


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