Cold Products Technical Support Specialist II- Remote Role

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Posted 8 days ago United States Salary undisclosed
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Job Description

Are you ready to work for a phenomenal company? Look no further as ThermoFisher is the leader of serving science, and we are looking for new members to join our team!Job Description :Provides post-sales support via telephone and e-mail to address technical product issues.Job Duties:Adhere to Thermo Fisher Scientific protocols, consistencies and proceduresProvide high level of customer service to existing and any new customer base.Contribute to service knowledge base by crafting and uploading articles (i.e. manuals, procedures, troubleshooting guides)Demonstrate high levels of customer facing soft skills.Interface closely with sales, service, and management to ensure customer happiness is improved.Effectively communicates and exchanges information among team members.Support Practical Process Improvement (PPI) methodology and participate in initiatives as required.Responsible meeting all required department and company training goals and expectations. (Including the ability to train online to learn about various products within our cold storage team)Maintains communication with customers to ensure understanding of status, cost, and timing of all aspects of the service event.Schedules assigned customers, performs corrective actions and reports repetitive or costly repair issues.Conducts technical diagnosis of operational problems on various models of cold storage laboratory equipment and instrumentation.Keeps up to date on new product introductions, technologies, market changes, competitors' products and new customer applications.Enters various data (i.e. service order, invoicing, RMA, etc.) into computer system or assigns to the appropriate department.Works closely with Product Technical Specialists in the development of technical publications and for problem solutions.Maintains records of all service events per organizational policy.Promotes and sells various types of extended warranty/PM contracts on equipment, user training, and Service Replacement Orders.Advises sales representatives of potential selling opportunities within accounts.Support the Quality Management System by: Development, maintenance and full adherence to departmental work instructions, standard operating procedures (SOP's) and the expectations of our interested parties (internal / external).Identify and report quality or compliance concerns to management and the quality function and take immediate actions to remedy.Complete all planned or unplanned quality & compliance training requirements within defined deadlinesMinimum Requirements/Qualifications:AS Degree (or higher) electrical or refrigeration preferred but high school diploma required, but will consider proven experience related assembly and repair within the LPD manufacturing facility or Field Service.1-2 years related experience required 1-2 years customer service experience preferredTechnical proficiency in instrumentation and electronics.Proficiency in trouble shooting Cold Storage product lines equipment: This includes but is not limited to Cryopreservation, Blast Freezers, High Performance Refrigerator and Freezers, Value Enhanced and Hazardous Material Refrigerators and Freezers. ULT Upright and Chest model freezers.Triage calls for Unity Lab FSEs, so they arrive on site with detailed knowledge of failure and possible parts to repair the issue in hand. Part numbers to be added to the sales force case.Future training in new Instrument Health services will be required.Additional product support for other LPD products as determined by Team manager.Organize and prioritize work, be proactive, take initiative, resolve problems, follow through, and simultaneously balance multiple priorities to ensure goals are met in a timely manner.Excellent Digital literacy required; efficiency in Word and Excel.Proficiency in SAP and Baan and Sales Force systems usage.Excellent communication skills required; both oral and written.Able to present sophisticated ideas to non-technical audience and tackle customer problems with patience and a positive attitude approachAbility to work independently, be self-motivated and organized.Strong interpersonal, self-motivational, & negotiating skills.Technical/professional license may be required depending on product responsibility (EPA).Travel for training and other events as directed by Manager, including overnight stays. Travel is typically less than 10% but could change and is dependent upon business needs.Understand and adhere to safety policies and procedures to ensure a safe and balanced workplace environment.This position involves access to export-controlled technology which is subject to U.S. Department of Commerce export control regulations. Otherwise qualified candidates must meet these export control requirements or a deemed export license from the Commerce Department before a final job offer can be extended.This position is Not eligible for relocation assistance.