Service Support Specialist II

Work Schedule

First Shift (Days)

Environmental Conditions

Office

Job Description

Location:

Grand Island, NY;
Eugene, OR;
Carlsbad, CA;
Rockford, IL

Multiple Openings - Ongoing Hiring

When you're part of the team at Thermo Fisher Scientific, you'll do important work.

As part of our team, you'll contribute to meaningful work that impacts lives globally. Our Mission is to enable our customers to make the world healthier, cleaner and safer - and we achieve this through innovation, collaboration, and a commitment to excellence.

We are seeking multiple Service Support Representatives to join our Global Service & Support organization at our sites throughout the year.

Discover Impactful Work

In this role, you will deliver outstanding customer support for our scientific instrument install base, ensuring an exceptional service experience.

A Day in the Life

* Provide service and technical support for Thermo Fisher instruments via phone, email, and web inquiries

* Troubleshoot customer issues using available resources; escalate when appropriate

* Partner cross-functionally with Sales, Field Service, and Product teams to resolve service-related matters

* Participate in ongoing product training and technology updates

* Accurately document customer interactions in the Customer Management system

* Recommend improvements to knowledge tools and service processes

* Identify opportunities to enhance customer experience and service quality

* Contribute to team meetings and special projects

* Capture and document sales leads from customer interactions

* Minimal travel may be required

Keys to Success

Minimum Education & Experience

* Bachelor's degree (B.S. or B.A.) in Life Sciences, Business, or related field required

* 2+ years of customer service or customer-facing experience preferred

* Strong written and verbal communication skills

* Demonstrated critical thinking and problem-solving abilities

* Proficiency in standard computer applications

Knowledge, Skills & Abilities

* Ability to quickly learn technical information

* Strong prioritization and organizational skills

* Customer-focused mindset with collaborative approach

* Excellent analytical and communication skills

What We Offer

We offer competitive compensation, annual incentive bonus eligibility, comprehensive healthcare, and a broad range of benefits. Thermo Fisher Scientific provides strong career development opportunities within an innovative and mission-driven organization grounded in Integrity, Intensity, Innovation, and Involvement.

Compensation and Benefits

The salary pay range estimated for this position Service Support Specialist II based in New York is $54,000.00-$81,000.00.

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

* A choice of national medical and dental plans, and a national vision plan, including health incentive programs

* Employee assistance and family support programs, including commuter benefits and tuition reimbursement

* At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy

* Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan

* Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits, please visit: