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Job ID :
51401BR
Location :
Sweden - Uppsala
:
Job Description
GLOBAL SYSTEM SPECIALIST
UPPSALA
This position is based within Thermo Fisher Scientific’s ImmunoDiagnostics Division (IDD), which has its global headquarters in Uppsala, Sweden and develops, manufactures, and markets complete blood test systems to support the clinical diagnosis and monitoring of allergy, asthma and autoimmune diseases. With 1,600 employees worldwide, IDD is the global leader in in-vitro allergy testing and also the European leader in autoimmunity diagnostics.
The allergy and autoimmunity product lines operate on a common instrument platform, Phadia Laboratory Systems, which supports both productivity and cost efficiencies in clinical laboratories around the world. The leading products of the ImmunoDiagnostics Division include ImmunoCAP for allergy and asthma tests and EliA for autoimmunity tests.
THE ROLE
The Global Services group enables Field Service Engineers (FSE) and Application Specialists (AS) to secure the functionality of Phadia Laboratory Systems installed at customer sites and company internal sites worldwide. This in turn enables IDD Commercial Organizations and distributors to provide world class Technical Service and Support; driving and protecting our business by creating customer satisfaction and loyalty, as well as increasing service revenues.
We now want to strengthen the Global System Support team of seven people, with two more Global System Specialists (GSS). As a Global System Specialist you will provide global second-line support by investigating errors in order to minimize instrument downtime. This position includes global responsibility for System Support documentation, PET training, User & Application training on the Phadia instruments and Problem Resolution training, proactively driving resolution of upcoming issues to improve the Quality of Phadia Laboratory Systems.
Responsibilities include:
  • Ensure that AS and other user related issues is taken into account and prioritized in new product development and Product Care activities/updates.
  • Represent Global System Support in Product Development and Product Care projects to give feedback on system functionality and user friendliness.
  • Sustain continuous alignment with Sales, Global marketing, RA/QA and R&D around customer issues and product launches to ensure high levels of customer satisfaction.
  • Provide direct support for complex questions from customers and visit them if needed.
  • Investigator role in specific System Support cases and general systems issues.
  • Contribute to the development of tools to conduct investigations internally and on the field.
  • Provide User and Application trainings on the Phadia instruments.
  • Provide structured and timely support to the incoming issues.
  • Ensure that system documentation, support processes, are always up-to-date, including
    - Training programs for each instrument line
    - Service Bulletins, Troubleshooting Guides, Check Lists, Error Tree descriptions
    - Customer support process from customer contact to CAPA process
    - Support tools (software)

WHO ARE WE LOOKING FOR?
We are looking for someone who has a Bachelor’s degree (or equivalent) in a related subject and several years’ experience from the IVD industry, including working in Field Service or Technical support.
To succeed in this role you should have:
  • Strong competency and an interest in continuous learning in the areas of Computer, Software, Method, Immunology, Assay process, Chemistry and function of our reagents.
  • The ability to manage effectively in a matrix environment and display credibility in mentoring and forging solid, positive working relationships across the organization.
  • The ability to work under stress with many things ongoing with short delivery time lines.
  • Good presentation skills as service/customer training and presenting at internal/external meetings is a requirement.
  • The drive to bring tasks and projects to a closure.
  • Motivated by achievement of results/success in self and others.
  • Excellent written and oral English communication skills.
IS THIS THE OPPORTUNITY FOR YOU?
At Thermo Fisher Scientific, each one of our 55,000 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. What story will you tell?

APPLY NOW on our career site http://jobs.thermofisher.com
APPLICATION DEADLINE: 27 August 2017
If you have questions then please contact
Johanna Armstrand (Recruiter Sweden) johanna.armstrand@thermofisher.com
Peter Boss (Manager Global System Support) peter.boss@thermofisher.com

THERMO FISHER SCIENTIFIC
As the world’s leader in serving science, Thermo Fisher Scientific is a driving force in the research, healthcare, industrial and applied markets, generating more than USD 18 billion in annual revenue. No other company can match our range of customer touch points – technologically, geographically or commercially. We help our customers in finding cures for cancer, protecting the environment, making sure our food is safe and moving forward with thousands of important projects that improve millions of lives.


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