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Technical Product Support Specialist

Provide proactive technical support to microbiology customers across regions
Lenexa, Kansas, United States
Senior
3 days ago
Thermo Fisher

Thermo Fisher

A global provider of scientific instruments, reagents, consumables, and software services for research, analysis, discovery, and diagnostics.

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Technical Support Specialist

Job Description

Key Responsibilities

  • Deliver dedicated Technical Support for the Microbiology Division's product lines across all market segments.
  • Adhere to Thermo Fisher Scientific protocols, consistencies, and procedures to ensure right-first-time operations.
  • Ensure that customer happiness objectives are met or exceeded.
  • Deliver a high level of customer service to both internal and external customers.
  • Collaborate with sales, customer service, management, quality, and other departments to improve the customer experience.
  • Collaborate with team members to exchange information and successfully implement solutions.
  • Process customer calls and emails within Service Level Agreements (SLAs), offering technical assistance and follow-up.
  • Record daily interactions with accurate information within ERP systems.
  • Address product discrepancies, document appropriately, and follow up.
  • Notify customers of Quality Systems field notifications per Standard Operating Procedures (SOP).
  • Provide proactive technical support to customers requiring special handling from assigned regions.
  • Assist Account Managers with technical information, product comparisons, substitutions, and alternates.
  • Support Customer Service and other personnel regarding product inquiries, availability, and catalog numbers.
  • Advise account managers of potential selling opportunities within accounts.
  • Keep product information up to date by working with Brand and Marketing Managers.
  • Support and practice Practical Process Improvement (PPI) methodology.
  • Attend professional workshops and seminars as assigned.
  • Present training topics on current trends in microbiology.
  • Promote the Microbiology Division at tradeshows and events.
  • Stay updated on new product introductions, technologies, market changes, competitors' products, and new customer applications.
  • Demonstrate high levels of customer-facing soft skills.
  • Assist Customer Service with orders and phone calls as needed.
  • Report any actual or potential safety hazards to the appropriate personnel.
  • Travel up to 25% for onsite customer visits and validations.

Minimum Requirements/Qualifications

  • Bachelor of Science degree in Medical Technology, Clinical Laboratory Sciences, Microbiology, or Biology.
  • 4+ years experience in Microbiology or Lab
  • Hands-on experience in clinical, food safety, pharma, or molecular laboratory settings.
  • Excellent oral and written communication, and problem-solving skills.
  • Capacity to coordinate and prioritize tasks, be proactive, take initiative, resolve problems, follow through, and handle various responsibilities.
  • Proficiency in Microsoft Office, including Word, Outlook, and Excel.
  • Strong interpersonal, self-motivational, and negotiating skills.
  • Prefer experience in customer care and handling incoming and outgoing calls.
  • Experience in molecular microbiology, including RT-PCR, is a plus.
  • Familiarity with instrumentation for blood culture and AST is an advantage.
  • Ability to travel, as needed <25%.
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Technical Product Support Specialist
Lenexa, Kansas, United States
Support
About Thermo Fisher
A global provider of scientific instruments, reagents, consumables, and software services for research, analysis, discovery, and diagnostics.