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Job ID :
41508BR
Location :
US - California - Remote / Field|US - Illinois - Remote / Field|US - New Jersey - Remote / Field|US - New York - Remote / Field|US - Texas - Remote / Field
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Job Description
Position Summary
The Senior Support Analyst is a member of a Customer Services Team. The role will require providing high quality first and second line support to customers in the context of products supplied by Informatics. The high quality demanded by this position will be met by the analyst’s ability to respond to support incidents within target times and assist in activities designed to facilitate continuous improvements to helpdesk services. Analyst will need to be available to travel up to 25% of the time to provide support and training for current customers.




Key Duties and Responsibilities

  • Incident ownership from receipt to resolution and closure
  • Adherence to escalation procedures and customer service level agreements
  • Assist in Identification and implement of short and midterm strategic plans to improve helpdesk operations.
  • Build working relationships with other departments of Thermo Fisher Scientific Informatics, particularly the development team
  • Escalate incidents to Informatics Research and Development or the Helpdesk Team Leader when required
  • Proactively learn new technologies as well as supported products
  • Involvement in PPI projects
  • Be prepared to visit customers for on-site relationship building or troubleshooting
  • Act as the Thermo Fisher Scientific customer ambassador
  • May be required to travel nationally and internationally
  • Communicate with customers in a professional and courteous manner
  • Provide technical solutions to incidents wherever possible
  • Be an expert in at least one Informatics product
  • Work closely with the Helpdesk Team Leader and the EMEA Customer Services Manager to be aware of current standard and custom service levels


Minimum Qualifications/ Requirements

  • BS in Computer Science, Mathematics, Life Sciences or related field
  • Must have a sound working knowledge of Operating systems (e.g. Windows Server 2008, 2008r2, 2012;, Win 7, Win 8)
  • Understanding of relational database concepts (Oracle preferred)
  • Programming skills in languages such as VGL, C, C, .NET, etc.
  • Proven experience of technical support experience in the enterprise software arena
  • Experience as LIMS or CDS Administrator or Super User
  • Experience as a technical trainer (or proven ability to present technical material)
  • Knowledge of chromatography and its usage in a industrial laboratory setting
  • Knowledge of network architectures
  • Excellent analysis skills
  • Multilingual - desirable
  • Ability to travel if required
  • Ability to liaise with people at all levels, from technical experts to novice users
  • Organized with the ability to prioritize workload and work under pressure
  • Flexible team player
  • Solutions focused
  • Previous experience providing organizational support for a CDS/LIMS product
  • Customer focused and committed to customer allegiance
  • Excellent listening skills
  • Tenacious problem solver
  • Enthusiastic, positive, action orientated
  • Excellent verbal and written communication skills
This position has not been approved to provide relocation assistance.


*IND-AIG




Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
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