When you re part of the team at Thermo Fisher Scientific, you ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you ll be supported in achieving your career goals.
Senior Technical Support Analyst will provide technical support for Chromatography Data System (CDS) products to customers within Thermo Fisher and externally. This will include: Incident ownership from receipt to resolution and closure, adherence to escalation procedures, customer service level agreements, implementation and support of customized customer specific solutions. Key Responsibilities:
Managing customer incidents in a professional and efficient manner
Build working relationships with other departments of Thermo Fisher Scientific CMD, particularly within the CDS development and product teams
Proactively learn new technologies as well as the supported products
Be prepared to visit customers for on-site relationship building or troubleshooting
Customer related or internal required travel up to 20% of the time
Be prepared to troubleshoot simple to complex software and instrumentation communication issue
Be the intermediary between customer and Thermo Fisher to ensure mutually beneficial resolutions
Communication of the requirements to software developers, test engineers, and technical authors.
Work with an international team
Provide clear and concise written and oral communications
Provide presentations to customer or internal resources
Liaise with people at all levels, from technical experts to novice users
Serving as a customer advocate to internally promote our customer s concerns
Organize work to achieve established targets
Other duties as assigned
BSc in Computer Science, Mathematics, Life Sciences or related field
Experience as CDS Administrator or Super User
At least three years software technical support experience
Knowledge of Chromatography and Mass Spectrometry (MS) and their usage in an industrial laboratory setting including the integration of MS software and CDS.
Knowledge of Chromeleon CDS a plus
Knowledge of Xcalibur MS software a plus
Working knowledge of Windows Server, Win 7, Win 10
Understanding of relational database and network communication concepts a plus
Comfortable with and effective at expressing and exchanging ideas, concepts and designs in a group setting
Customer focused and committed to customer allegiance
Non-Negotiable Hiring Criteria:
Comfortable with working in a dynamic, flexible environment.
Excellent & attentive listener
Tenacious problem solver
Enthusiastic, positive, action oriented attitude
Above average verbal and written communication skills
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
Ability to travel nationally and internationally up to 20% of the time
This position can be remotely based, but ideally located in either San Jose, California or Austin, TX.