Technical Support Specialist II

Thermo Fisher Scientific - Franklin, MA

Full-time - Mid Level

Franklin, MA

5,001-10,000 employees

Computer and Electronic Product Manufacturing

About the position

The Technical Support Specialist II at Thermo Fisher Scientific plays a crucial role in supporting the Single Use Division (SUD) Bioproduction Equipment and Consumables globally. This position involves providing technical assistance, collaborating on product development, and ensuring exceptional service to customers and regional support teams. The specialist will be responsible for diagnosing complex issues, developing technical documentation, and supporting product launches, all while contributing to continuous service improvements.

Responsibilities

• Provide Tier II technical support, diagnosing and resolving complex issues through multiple channels (phone, email, chat).
• Collaborate with product development teams to ensure serviceability requirements are incorporated into new designs.
• Develop and maintain technical support materials, including spare parts setup, service documentation, training content, and systems configuration.
• Support global product rollouts by assessing and preparing for regional readiness prior to product launches.
• Act as the top-level support for issues that cannot be resolved by first-line support, coordinating with internal teams to find solutions.
• Track important metrics and analyze data to identify areas for improvement.
• Enhance knowledge base systems to ensure technical support has access to accurate and up-to-date information.
• Facilitate technical knowledge transfers and training sessions to empower regional support teams and maintain consistent service quality.

Requirements

• Bachelor's Degree in Biomedical, Mechanical, Software, or Electrical Engineering.
• 3+ years of experience, or equivalent relevant experience in a technical support role.
• Experience with bioproduction or similar complex equipment, with a proven track record of diagnosing and resolving technical issues.
• Proficiency in Microsoft Office Suite.
• Strong communication skills.
• Ability to build and maintain comprehensive technical documentation.
• Understanding of knowledge base systems enhanced by AI technology, encompassing content creation, maintenance, and optimization.

Nice-to-haves

• Prior experience working in product development projects or core team representation is a plus.
• Familiarity with crafting and delivering service training classes.

Benefits

• Competitive remuneration
• Annual incentive plan bonus
• Healthcare
• Range of employee benefits
• Career and development prospects
• Innovative company culture that stands for integrity, intensity, involvement, and innovation.