Thermo Fisher Scientific is a company focused on making a positive impact on a global scale. The Service Support Specialist I provides high-quality technical support to customers, resolving technical issues and ensuring customer satisfaction while collaborating with various teams.
Provide responsive support via hotline/email/remote tools for routine to moderately complex issues, following SOPs and documented troubleshooting
Diagnose and resolve common hardware/software/system operation issues; escalate advanced/network/LIS/LIMS or recurring systemic issues
Own cases end-to-end with support from leads/SMEs as needed, meeting SLAs
Document cases accurately; ensure high-quality case notes and proper complaint identification/routing
Perform RCA for straightforward complaints, partnering with Level 2/QA on complex investigations
Participate in customer calls when needed, typically with a lead/Level 2 on escalations
Maintain product knowledge on core platforms; demonstrate progression by completing training, shadowing, and knowledge checks
Support PPI by identifying trends, proposing KB updates, and suggesting process improvements (not necessarily leading projects)
Provide on-call/after-hours support after onboarding/certification milestones
Qualification
Required
Bachelor's degree (BS or BA) in a biological science with relevant technical support experience, or an equivalent combination of education and experience
0–2 years relevant laboratory experience; Medical Technologist background preferred
Proficiency with Microsoft Office applications (Excel, Word, Outlook)
Ability to work independently with minimal supervision
Strong problem-solving, organizational, and time-management skills
Proficiency in French (written and verbal) required for Canada-based positions
Ability to travel as needed to maintain field knowledge
Demonstrated ability to learn and apply troubleshooting processes
Demonstrated ability to learn tools/workflows; strong customer communication fundamentals
Demonstrated ability to build strong customer relationships and conduct effective technical discussions
Ability to troubleshoot and resolve technical issues via phone, email, and virtual support tools
Strong collaboration skills with the ability to work effectively in cross-functional team environments
Customer Focus and Ownership
Technical Expertise
Cross-Functional Collaboration
Clear Communication and Documentation Accuracy
Continuous Improvement Mindset
Ability to work effectively in a regulated environment
Learning agility, coachability, process adherence, solid customer communication, accurate documentation, baseline technical troubleshooting
English language proficiency is required to ensure effective communication and collaboration with team members and business leaders in various locations globally, including the United States
Preferred
Medical Technologist background preferred
Immunoassay experience preferred
Familiarity with LAN configurations and LIS connectivity (preferred)
Experience interfacing with Laboratory Information Management Systems (LIMS) (preferred)
Benefits
Thermo Fisher Scientific is a biotechnology and laboratory equipment company that provides a wide range of scientific products and services.
