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Job Description
Position Summary

The Senior Technical Application Specialist is a member of a Customer Services Team. The role provides 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.

Key Duties and Responsibilities

  • Communicate with customers in a professional and courteous manner.
  • Create and manage incidents through the incident lifecycle according to current guidelines and procedures.
  • Prioritize incidents according to current guidelines and procedures.
  • Provide technical solutions to incidents wherever possible.
  • Escalate incidents to Informatics Research and Development when required.
  • Respond to incidents according to standard or custom service levels.
  • Work closely with other Informatics departments to resolve issues when required.
  • Expert in at least one Informatics product, SampleManager preferred.
  • Backup team leader in matters of dealing with customer complaints and issues.
  • Offer direction and skill training to Support Analysts.
  • Be self-motivated and make best use of available time.
  • Supplement training activities when required.
  • Supply hands-on alpha testing and QC documentation when required.
  • Provide expertise in the installation of customer product updates.
  • Engage in Customer Satisfaction and Customer Outreach activities when required.
  • Carry out other Implementation and Support duties when required.

Minimum Qualifications/ Requirements

  • Minimum (3 plus years) experience diagnosing and solving SAP QM module application and system related problems.
  • SampleManager LIMS and Laboratory experience is a plus.
  • BS degree in related field.
  • Laboratory experience preferred.
  • Server Virtualization and System Administration skills preferred.
  • Web Development with C# and ASP.NET/MVC technologies preferred.
  • Knowledge of Customer Relationship Management software and associated reporting tools preferred.
  • Strong customer orientation.
  • Strong Interpersonal skills.
  • Excellent verbal and written communication skills essential.
  • Ability to liaise with people at all levels, from technical experts to novice users.
  • Organized with ability to prioritize work load and work under pressure.
  • Tenacious problem solver.
  • Excellent analytical and diagnostic skills.
  • Experience of helpdesks preferred.
  • Project management experience a plus.
  • Ability to travel up to 25% of the time to provide support and training for current customers
Demonstrate Thermo Fisher Scientific values – Integrity, Intensity, Innovation and Involvement.

This position has not been approved to provide relocation assistance.


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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