Technical Support Engineer II - Cell Sorting

Technical Support Engineer II - Cell Sorting

Thermo Fisher Scientific
3-6 years
Not Specified

Job Description

Job Description :

Group/Division: Life Science Group, Commercial Global Service and Support
When you're part of the team at Thermo Fisher Scientific, you'll do meaningful work, that makes a positive impact on a global scale. Join 100,000 colleagues who bring our Mission to life each day to enable our customers to make the world healthier, cleaner and safer. You'll find the resources here to achieve your career goals and help take science a step beyond by developing solutions for some of the world's toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.
Position Location: China Remote, preferred Shanghai
The Life Sciences Group of Thermo Fisher Scientific currently has a vacancy for a remote Service and Support Engineer in our Remote Technical Hardware Support group.
This role would be perfect for a candidate with experience in Flow cytometry and Cell sorting that is looking for an exciting role where your technical knowledge will be applied to improve customer experience and the overall success of the company.
What will you do
  • Provide customer support to fix and solve instrument hardware, software related problems over the phone, via email and using remote support tools focusing on cell analysis platforms such as Cell Sorting (Bigfoot system) or Flow Cytometry.
  • Collaborate across functions within the organization to optimize instrument performance and enable the customer's success.
  • Works closely with Applications Support and Field Service Engineers to prioritize all activities and champion a successful outcome for our customers.
  • Chips in to achieve specific Global Service & Support (GSS) related targets as defined for revenue, profit, service order volume, etc.
  • While aligning with internal rules and practices.
  • Acts within our general policies, business processes and procedures (PPP) and local procedures and rules.
  • Lead service requests and administrative responsibilities.
  • Willingness to assist customers, both external and internal, and follow issues all the way to resolution with a positive demeanor.
  • Customer relationship management, written documentation of service activities, and effective interaction and communication with internal personnel, manufacturing, and sales.
  • Represent the company in a positive, professional manner in all dealings with Thermo Fisher Scientific customers, both external and internal.
  • Responsibilities include (but are not limited to):
  • Direct technical/hardware support assistance for customers
  • Focus on and willingness to strive for remote resolution and dispatch avoidance
  • Focus on Customer Experience/Allegiance
  • Support of JDI/PPI and other continuous improvement pilots/projects as requested
  • Other duties as assigned.

Some travel will be required as needed for training and meetings
How will you get here
  • B.S strongly preferred (or equivalent working experience 3+ years hands-on experience with cell sorting instrumentation) or higher in science/engineering, or related field

  • Professional background in life sciences, cell biology, biomedical engineering or related subjects.
  • Proven track record to diagnose and resolve problems on electronic and mechanical instrumentation in a scientific laboratory environment, with a focus on remote resolution.
  • Application Experience with Flow Cytometry and Cell Sorting preferred.
  • Excellent analytical, interpersonal and communication skills with the ability to communicate sophisticated technical issues in an easy to understand manner.
  • Must possess basic software skills and digital literacy.
  • Good written and verbal communication skills, self-motivated and an effective teammate.
  • Language skills: Fluent in Mandarin and English is a must (min C1 level written and spoken).

At Thermo Fisher Scientific, each one of our 100,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission-enabling our customers to make the world healthier, cleaner and safer.

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.

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