Technical Support Specialist Ii

7 mesi fa

Parma, Italia Thermo Fisher Scientific A tempo pieno

**Job Position Summary**

**Job Title**: Technical Support Application Specialist

**Region of coverage**: Global

**Reports To**: Global Technical Support Manager

**Group/Division**: Analytical Instruments Group (AIG) / Chemical Analysis Division (CAD)

**Career Band**: Band 5 (Technical Support Specialist II)

**Product Line**: Product Inspection

**Key Responsibilities**:

- Responsible for providing technical assistance for the Product Inspection line.
Customers are defined as:

- External: End Users, Machine Builders, OEM, Distributors/channel partners
- Internal: Field Service Engineers, Sales, Customer Service, R&D personnel, Spare Parts, etc.
- Record and track customer issues using the SalesForce Case Management system
- Meanwhile coverage all PI product lines (Checkweighers, Metal Detection and X-ray), this position will focus expertise in Checkweighing systems.
- Ensure that customers receive first class remote service and support in line with service agreements
- Provide general troubleshooting by sharing
- Knowledgebase articles, Checkweighing, Metal Detection and X-ray.
- How-to guides
- Other documentation and/or media
- When required, manage the escalation process to meet the customer’s needs.
- Escalation may be directed but not limited to:

- Senior Technical Support Product/Application Specialist
- Field Service/Application Engineer
- Customer Service
- Depot and Repair
- Sales representative
- R&D
- Provide internal support to other departments on technical aspects, such as
- Engineering and Quality Control on product quality and reliability improvements.
- Repairs on warranty claims and repair requests.
- Product Management on product developments and improvements (NPI's).
- Permanent involvement on Engineering and R&D meetings for latest updates and upgrades on products.
- Broadcast relevant new features and product improvements to Field Service/Application.

**Additional Responsibilities**:

- Deliver technical training to customers and help improve product user experience.
- Provide Field Service support on a case-by-case basis and coordinated with the FS Team.
- Make sure to follow up cases to implement and improve Customer Allegiance Score (CAS).
- In addition to the above other duties may be required by the employer to reflect business changes.

**Job Requirements**:

- Ability and willingness to travel 15% of time in a yearly basis as required.
- Fluent in spoken and written English, any additional language will be a plus.
- Valid Driving License

**Your goals**
- Develop and maintain a service driven customer focus by staying in constant contact with customers, so as to maintain and improve customer satisfaction levels and drive business opportunities.
- Earn and maintain customer loyalty by:

- increasing your customer awareness.
- providing effective and professional assistance to your customers.
- forming enduring and trusting relationships with your customers.
- being the foremost and single point of contact for your customer whenever practical.
- recognizing your customers’ needs and showing you care.
- being accountable to your customers.

**Educational Qualifications**
- Bachelor’s or Master degree preferred in Electronic, Mechanical or Mechatronic engineering or equivalent years of work experience with demonstrated required skills.
- Basic knowledge of radiation measurement technology is a plus.
- Knowledge of mechanics.

**Experience and skills in order of priority**
- A minimum of 5+ years of experience in Field Service and/or Technical Support, preferably in an industrial equipment-manufacturing environment
- Experience with the product type specified in the key responsibilities section is highly recommended.
- Prior training experience desired
- Must be able to communicate effectively with a wide variety of people and have strong interpersonal skills
- Have a thirst for continuing improvement through the use of innovative technology solutions
- Strong analytical skills.
- Organizational skills with an ability to prioritize manage time effectively and meet agreed deadlines.
- Effective interpersonal, communication and listening skills.
- A dedication and commitment towards displaying a professional and positive attitude to work.
- An ability to think strategically and laterally in order to maximize business opportunities.
- An initiative taker who has the ability to work autonomously, and has an enthusiastic, energetic and positive attitude while being a supportive team player.
- Ability to create and foster meaningful and beneficial partnerships with our customers

**Work Environment**

At Thermo Fisher Scientific, each one of our 80,000+ 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.

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