Technical Support Specialist Lsms

2 settimane fa

Milano, Lombardia, Italia Thermo Fisher Scientific A tempo pieno

When you're part of Thermo Fisher Scientific, you'll do challenging work, and be part of a team that values performance, quality and innovation.
As part of a successful, growing global organization you will be encouraged to perform at your best.
With revenues of $20 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.
**Position Summary**:
As a **Life Science Mass Spectrometer (LSMS) Technical Support Specialist**, you will provide product line consultation to customers, primarily in Italy.
You will be encouraged to keep up to date with our instrumentation and build a positive relationship with the field service team, by approx.
50% field work.
Utilising our remote technologies (such as Augmented Reality and various other digital tools) and through effective diagnosing, you will minimise disruption to the customer's scientific operations and deliver a speedy resolution or formulating a concise action plan to our field service colleagues.
**Key Responsibilities**:
Connect with customers who have raised a technical issue to ensure mínimal disruption to their analytical needs by helping the customer get up and running remotely or formulating a detailed action plan to ensure the field service engineer can resolve the customer's issue on their first visit.
- Provide technical support via phone or electronically to customers, involving hardware, software and operations
- Diagnose efficiently utilising our internal tools to delight our customers
- Carry out Field Service activities to keep updated on your knowledge, in line with Field Service engineer guidelines
- Handle all ticket types for Technical Support to meet our service level agreements
- Work to optimally diagnose all contract and warranty service requests with a clear plan to communicate to field service
- Ability to consistently follow business procedures and meet performance metrics
- Effectively ensure both internal and external customers receive exceptional experiences with every interaction
- Maintain highly accurate records in the service database for compliance regulations.
- All other duties as assigned by Technical Support Manager and/or Supervisor
**How will you get there?
**
- Minimum 3 years' experience using Thermo Fisher Scientific Analytical LSMS Instrumentation or a minimum of 3 years servicing any LSMS instruments.
- Detailed understanding of Windows based software, networking and PC hardware
- Demonstrated organizational skills with the ability to handle multiple tasks with different priorities
- Excellent trouble shooting, inter-personal and self-motivational skills.
- Have a thirst for continuing improvement through the use of innovative technology solutions
- Full Clean Driving License
**Work Environment**
- Must be able to work effectively from a home-office environment
- Willingness to travel regularly, mainly within the appointed region.
- For training, international traveling will occasionally be required
- Italian and English language required
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion.
Our Mission is to enable our customers to make the world healthier, cleaner and safer.
Whether our customers are accelerating life sciences research, solving complex analytical challenges, growing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them.
Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.
Thermo Fisher Scientific is an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.

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