Job type full-time
Full job description
When you’re part of the team at thermo fisher scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safeYour work will have real-world impact, and you’ll be supported in achieving your career goals.
Position location: this position is remote and may be located anywhere in the u.s.
The digital remote support specialist (drs) is responsible for creating an outstanding experience for new and existing customersArmed with product and service knowledge combined with friendly upbeat customer relationship skills, the drs team provides customer support and technical assistance to customers in a fast paced and upbeat environmentPrimary instrument and software for gas chromatography and gc-mass spectrometry.
What will you do?
Remote diagnostics and solving problems using augmented reality tools, and various other digital tools such as the device relationship management (drm) system must be used effectively to ensure minimal disruption to these customer’s analytical needs by minimizing the need for onsite service whenever possible, and generally provide a speedy resolution whenever problems appear.
Provide technical support via phone or electronically to customers, external and internal, involving hardware, software and operation.
Create, coordinate and manage all ticket types for technical support and onsite service requests.
Assist in the development and implementation of plans to improve technical services including new and emerging digital capabilities, while working towards corporate/individual revenue and customer allegiance goals.
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
Effectively communicate competitive information and additional sales opportunities to marketing and sales engineersProvide feedback to factory for product improvements.
Achieve performance objectives personally and as a team
Strive to increase customer satisfaction daily
All other duties as assigned by technical support manager and/or supervisor.
How will you get there?
Bachelor’s degree in chemistry or equivalent related experience required.
Minimum of 3-5 years relevant field experience; previous laboratory or similar experience required.
Ability to troubleshoot, diagnose and provide solutions to complex problems
Must be able to communicate effectively with a wide variety of people and have strong social skills.
Active certification in product line required or minimum 80% of training in product technique and at least 2 years of experience with thermo fisher scientific instruments.
Position may require covid-19 vaccination and/or routing testing, per client discretion
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.
A positive attitude, motivated, competitive and high energy is required
Able to present complex ideas to non-technical audience and solve customer problems with perseverance and a positive approach
Ability to work independently, be self-motivated, detail-oriented and organized
Ability to travel 15% of the time for business purposes
May be asked to be on-call for after-hours phone support (as needed)
Adhere to thermo fisher safety policies and procedures to ensure a safe and healthy workplace environment