Thermo Fisher Scientific Service Support Specialist III in Des Moines, Iowa
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.
The Laboratory Products Group (LPD) delivers the lab equipment and consumables that our customers need to achieve their scientific goals - quickly, reliably and safely. Our smart lab solutions make it faster and easier for our customers to focus on what matters most - delivering answers and innovations that save and improve lives.
How will you make an impact?
The Service Specialist will coordinate service delivery for Connected Solutions and Service offerings within the Laboratory Products Division Services business. This role will work in partnership with the customer and internal service team to ensure projects are delivered within scope
The Connectivity Service Specialist will provide technical, diagnostic and operational support to the commercial and field service organizations supporting the Connected Solutions portfolio. The successful candidate will have a broad-based background in providing technical expertise, project management, and continuous process improvement driven by organizational and customer needs.
What will you do?
Leads project-based coordination for Connected Solutions installations with service colleagues. Defines customer project deliverables and required milestones for time-based projects.
Communicate all supporting project plans, site surveys, preinstallation documents and coordinate customer specific priorities. Maintain up to date Connected Solutions information in customer associated project folders
Coordinate set-up and configuration of Connected Solutions. Collect and maintain post installation/configuration reports.
Provide customer training for Connected Solution deployments either remotely or on-site as applicable.
Provide technical expertise to install, troubleshoot and maintain hardware and software solutions to accurately deploy onsite Installation service support as required for Connected Solutions.
Responsible to review related Technical Bulletins for Connected Products and Services.
Maintain visibility of customer support escalated SFDC cases for Connected Solutions. Assist with complicated technical diagnosis including review of log files, settings, etc.
Serve as resource of technical product knowledge for Connected Solutions, as required.
Support Quality system and policies to drive root cause analysis
Assist with Connected Solution demonstrations as required.
Maintain a thorough understanding of entire Thermo Fisher Scientific LPD services portfolio and effectively demonstrate Thermo Fisher integrated services portfolio and unique value propositions
How will you get here?
- Minimum education requirement is Associates or bachelor's degree in Computer Science, IT networking, engineering or related field with equivalent work experience
3+ yrs field service or related customer service experience with software and/or IT based products
Working knowledge of networking IT infrastructure
Experience in project management of IT and/or software installation
General technical knowledge i.e. electrical circuits, test meters, etc.
Knowledge, Skills, Abilities
Working knowledge of Operating Systems: Windows server and client based, iSeries, Linux and mobile OS, AWS.
Solid organizational skills including attention to detail.
Excellent oral and written communication skills.
Strong stakeholder management skills
Strong working knowledge of Microsoft office, SFDC, Cognos, Baan and SAP
Demonstrated product knowledge of Connected solutions a plus
Travel as needed to support Connected Solutions Commercial opportunities and Installation services (estimated @ 50%)
At Thermo Fisher Scientific, each one of our 75,000 extraordinary minds have a unique story to tell. Join us and contribute to our singular mission-enabling our customers to make the world healthier, cleaner and safer.
Apply today! http://jobs.thermofisher.com .
Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.
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