Careers at ThermoFisher Scientific

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Job ID :
Location :
United Kingdom - Milton Keynes
Job Description
Job Title: Technical Support Specialist
Group/Division: IDD
Job number: 63146BR
Location: Uk - Milton Keynes

Company Information
Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with revenues of more than $20 billion and approximately 65,000 employees globally. 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, deliver medicines to market and increase laboratory productivity. Through our premier brands – Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific and Unity Lab Services – we offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive services.

Position Summary
To provide world class technical support to direct IDD customers in the UK and Ireland by managing technical complaints and enquiries through to resolution. The Technical Support Specialist will play a key role within our Technical Customer Support organisation by ensuring customer satisfaction in-line with quality & regulatory requirements and KPI’s.
Key Responsibilities:
  • Provide 1st line support for the full range of IDD products and services to customers in the UK & Ireland.
  • Log and manage customer technical complaints and enquiries in an accurate and timely manner using an electronic system and in-line with SOP’s and key performance targets.
  • Communicate directly with customers on the technical support hotline and via email.
  • At all times, ensure that quality and regulatory requirements and company policies are adhered to.
  • Act as the ‘voice of the customer’ in the organisation and ensure timely updates are provided to customers. Maintain excellent communication skills.
  • Be able to create clear and concise complaint investigation reports in order to support customer success.
  • Liaise between customers, field-based personnel, laboratory sales teams, and various entities at global headquarters.
  • Make decisions to troubleshoot issues and escalate complaints that have a significant impact on customer satisfaction, product quality etc or those that require input from global headquarters.
  • Attend customer laboratories as-and-when required.
  • Liaise with both global and local teams to ensure FSN’s are distributed to affected customers
  • Input into the development of training material, support literature and technical guidance for external and internal customers.
  • Act as a key communication point between Applications and Service teams.
  • Track and trend complaints and analyse KPI’s for reporting to management and as part of managed service contracts.
  • Attend quality audits as and when required and maintain an awareness of ISO9001 & ISO13485.
  • Maintain the required level of product knowledge on instruments and assays to enable our customers to be successful.

Person Specification:
  • A relevant scientific degree (or equivalent experience)
  • Experience in a laboratory setting – preferably a clinical setting or IVD.
  • Excellent communication skills – both written and verbal.
  • Customer-focused with strong communication skills and ability to build relationships with customers.
  • Strong technical aptitude and problem-solving skills.
  • Can-do attitude with the ability to handle multiple-tasks with competing priorities.
  • Attention to detail in all aspects of the role.
  • Valid Driving Licence
  • Willingness to travel

At Thermo Fisher Scientific, each one of our 65,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer. Apply today http://jobs.thermofisher.com

Contact Elena Lambrianides directly if you have any questions- elena.lambrianides@thermofisher.com


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