Technical Support Scientist, Olink proteomics (Remote - Midwest, South, and Northeast US)
United States
Full-time
Remote
$59K/yr - $85K/yr
Entry Level
Thermo Fisher Scientific is a global leader in serving science, and they are seeking a Technical Support Scientist specializing in Olink Proteomics. This role involves delivering advanced technical support, troubleshooting laboratory instruments, and collaborating with cross-functional teams to ensure customer satisfaction.
In collaboration with the field application scientist, provide advanced customer applications support to business development managers and customers, including Olink kit and core labs; this includes technical support, troubleshooting issues related to user technical skill, instrument operation, and data analysis to ensure highest customer satisfaction
Actively collaborate with different departments of the company to find the best solution to queries and issues from Olink customers
Ensure that customers receive the best possible support and service via e.g. telephone conferences, and e-mail
Communicating courteously with customers by telephone, email, letter and keep accurate records of discussions and/or correspondence with customers
Provide high quality internal support for analysis service teams
Responsible for Olink support mailbox
Make suggestions for improvements of product and internal process based on customer feedback
Handle customer complaints, provide appropriate solutions and alternatives in a timely manner
In charge updating all external cases and solution in SFDC
Travel ~10% within North America, travel outside North America as needed
Qualification
Required
Bachelor's degree in Molecular Biology or related field with 1+ years of experience in customer support and hands-on laboratory work; Technical or professional certifications relevant to support is a plus
Experience in customer relationship management, preferably in a technical environment
Strong experience in hands on work with laboratory instruments such as pipetting robots, systems for automatization of workflow and PCR instruments, etc
Strong proficiency in CRM and ERP systems
Participation in process improvement initiatives and documentation
Understanding of quality management systems and compliance requirements
Demonstrated ability in data analysis and report generation
Excellent knowledge in proteomics and biomarker discovery
Ability to adapt to changing priorities and handle time-sensitive requests
Strong organizational skills with the ability to manage multiple priorities
Strong problem-solving capabilities
Ability to work independently and collaboratively in a structured environment
Advanced skills in Microsoft Office suite (Excel, PowerPoint, Word) and Power BI
Excellent written and verbal communication skills in English. Any additional language is a plus
Must be legally authorized to work in the United States without sponsorship now or in the future
Must be able to pass a comprehensive background check and drug screen
Preferred
Previous knowledge and experience with next gene sequencing and Olink technology is a plus
Benefits
A choice of national medical and dental plans, and a national vision plan, including health incentive programs
Employee assistance and family support programs, including commuter benefits and tuition reimbursement
At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount
Thermo Fisher Scientific is a biotechnology and laboratory equipment company that provides a wide range of scientific products and services.
