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Job ID :
42529BR
Location :
US - Ohio - Oakwood Village
:
Job Description

Position Summary:

Provide technical solutions to customers for problems with hardware, software, computer interface, product performance and workflow issues. Send information to customers regarding product performance, interface specifications, published articles regarding company products and directions for instrument repair. Train customers on products.

Key Responsibilities:

  • Log complaints in computer system and dispatch FSEs. Track complaints and close with information from appropriate source. Place orders with Customer Service, guide customers through installation and repair of computers and parts. Includes troubleshooting, talking customer through repair or software correction, installation of parts or computer and answering questions on all aspects of the system
  • Provide high customer satisfaction through maximizing their experience with our products
  • Train customers with regard to operation and workflow. Create training materials as necessary
  • Coordinate with Field Service Engineers including dispatching and discussing problems at customer site
  • Periodically take call 24 hours per day including weekend and holidays

Minimum Requirements/Qualifications:

  • Bachelor degree preferred with working knowledge of Microbiology and Microbiology Lab
  • Ability to troubleshoot mechanical and software problems by phone
  • Demonstrated verbal, written and presentation skills
  • Proficiency in computer applications with knowledge of the instrument and software
  • Ability to travel ~20 – 40%



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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