First-line contact with customers to troubleshoot run results, instrument hardware, system software, and computer-related problems over telephone and email, with a focus on systems used for PCR, qPCR, and Next Generation Sequencing
Triage function between Technical Service and Application Support by qualifying requests and addressing customer’s needs in resolving their inquiries
Commit to achieving specific Global Service & Support (GSS) related targets and Service Level Agreements (SLA’s)
Work closely with Support and Field Service Engineers to prioritize activities
Identifying training and service opportunities for Commercial Sales partners
Drive process improvement, identifying new opportunities and highlighting gaps in current portfolio
Provide responsive telephone support and work to ensure customer success in the use of instrumentation
Ensure response times are met when handling customers interactions to meet with contractual agreement
Supports complex laboratory instruments utilising troubleshooting skills, including root cause analysis
Represent the company in a positive, professional manner in all dealings with Thermo Fisher Scientific customers, both external and internal

A minimum of a degree in a Life Science, Engineering Discipline or related field, or equivalent experience
Proficiency in both verbal and written communication in English, as well as fluency in Italian or German (additional language skills are a plus)
Problem solving skills and experience
Understanding of NGS workflow and application
Knowledge in basic techniques related to Molecular Biology products with related instruments and applications background

Technical Service Engineer, f/m/d

Key skills