Technical Support Specialist - Italian Speaker in Glasgow, UK or Madrid, Spain or Milan Italy

Work Schedule

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Job Description

Technical Support Specialist

Italian Speaker

Location: Glasgow, UK, Madrid, Spain, Milan, Italy

How will you make an impact? 

As a Technical Service Engineer at Thermo Fisher Scientific, you will play a crucial role in assisting our customers in solving their technical issues. This customer facing role will require the troubleshooting of instrument hardware, software and computer-related problems over the phone, via email and using remote support tools.  Be considered an expert on the Thermo Fisher Scientific Genetic Systems instrumentation. You’ll be empowered to realize your full potential as part of a fast-growing, global organization that values your passion and outstanding contributions.

What will you do? 

• First-line contact with customers to troubleshoot run results, instrument hardware, system software, and computer-related problems over telephone and email focusing on Genetic System platforms such as NGS. 

• Triage function between Technical Service and Application Support by qualifying requests and addressing customer’s needs in resolving their inquiries.  

• Achieve specific Global Service & Support (GSS) related targets. 

• Work closely with Support and Field Service Engineers to prioritize activities.  

• Identifying training and service opportunities for Commercial Sales partners in LSLPG.

• Drive process improvement, identifying new opportunities and highlighting gaps in current portfolio

• Provide adaptable telephone support and work to ensure customer success in the use of instrumentation. 

• Ensure response times are met when handling customers interactions to meet with contractual agreement. 

• Support complex laboratory instruments requiring a high level of training and troubleshooting skills, including root cause analysis.

• Represent the company in a positive, professional manner in all dealings with Thermo Fisher Scientific customers, both external and internal.

How will you get here?  

• A minimum of a Master’s degree in a Life Science, Engineering Subject area or related field. 

• Proficiency in both verbal and written communication in English and Italian (additional language skills such as French, Spanish or German is a plus)  

• Ability to demonstrate strong problem-solving skills and experience.  

• Independently capable of the troubleshooting and correction of technical issues

• Practical experience in NGS sequencing. 

• Knowledge in basic techniques related to Molecular Biology products with related instruments and applications background. 

• Ability to connect with high value customers and senior internal stake holders.

• Ability to prioritize tasks and handle time optimally. 

• Strong problem-solving abilities.

• Must possess basic software skills and computer literacy

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us.