Provide technical support to ThermoFisher Scientific customers for the GIBCO Cell Culture product lines. This includes troubleshooting, product selection assistance and providing in depth knowledge of cell culture systems. Inquiries may be received via telephone or email. Provide customer support on technical issues by utilizing all available resources. Escalate issues or problems when warranted. Participate in training, both new product and continuing education to remain at the edge of scientific knowledge. Accurately record pertinent information from customer contacts in Customer Relationship Management system. Summarize trends and technology as technical tips, FAQ’s and troubleshooting guides. Recommend changes to knowledge databases, website, and other company managed databases of technical information. Present technical updates and contribute to department meetings. May present technical and product information at trade shows and in customer field visits. Participate in Specialty Team projects/individual projects. May be required to perform other related duties as required and/or assigned.
Nature and Scope
Position determines own practices and procedures and contributes to the development of new concepts. Performs duties independently with only general direction given. Job encounters recurring work situations with occasional variations from the norm, involving a moderate to high degree of complexity. Decisions are made within policy constraints. Occasionally, situations may warrant action outside of company guidelines, in which case support scientist is encouraged to share solution with Supervisor prior to action. Erroneous decisions may lead to customer dissatisfaction and/or increased costs for the company. Normally receives no instructions on routine work, general instructions on new assignments. Technical Support Scientist II has contact with internal and external customers on a daily basis. Possibly serve on cross-functional teams to provide expertise and to represent customer perspective and needs. Works on complex problems in which analysis of situations or data requires an in-depth evaluation of various factors. Exercises judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criteria for obtaining results. May determine methods and procedures on new assignments and may provide guidance to other lower-level personnel.
This position requires repetitive typing, considerable interaction on the telephone and regular viewing of a computer monitor. The use of voice is required for a significant portion of the day. Most of the other physical demands are typical with those associated with an office environment. Occasional work in a laboratory environment is a possibility. Must be capable of observing and adhering to lab safety standards and protocols.
Requires a B.S., B.A., M.S or PhD. in a Life Sciences or similar field. Minimum 4 years related laboratory experience required. Basic understanding of cell/tissue culture applications is a must. Proven ability to quickly learn large amounts of new, complex technical information required. Demonstrated ability to effectively communicate, both orally and in writing, to customers and colleagues is required. Ability to manage multiple priorities required; problem-solving ability required. Computer literacy, including spreadsheet, database, and word processing applications as well as the Internet required.
Prior experience in a customer facing role is preferred