Technical Product Support Specialist

About Us

Here at Thermo Fisher Scientific, our industry-leading scale means unparalleled commercial reach, unique customer access and a global footprint. Our broad customer base, from research, clinical to commercial production means you can have a broad and significant impact. All while working in an environment where you will be supported, valued and rewarded for your performance. Join our Sales & Marketing team with an unmatched depth of capabilities and help our customers solve some of the world's toughest challenges.

Standard (Mon-Fri)

Office

Here at Thermo Fisher Scientific, our industry-leading scale means unparalleled commercial reach, unique customer access and a global footprint. Our broad customer base, from research, clinical to commercial production means you can have a broad and significant impact. All while working in an environment where you will be supported, valued and rewarded for your performance. Join our Sales & Marketing team with an unmatched depth of capabilities and help our customers solve some of the world's toughest challenges.

Onsite M-F Dayshift

The Technical Product Support Specialist - Instrumentation provides expert remote technical support for Microbiology instrumentation, with a focus on blood culture and antimicrobial susceptibility testing (AST) systems. This role supports customers across all market segments by resolving hardware, software, interface, product performance, and workflow issues, while delivering an exceptional customer experience.

The specialist serves as a trusted technical partner to customers and internal teams, providing education, troubleshooting, and product expertise. When issues cannot be resolved remotely, the specialist requests Field Service Engineer (FSE) dispatch in accordance with established procedures.

Experience with Versa

TREK and Sensititre systems is highly desirable.

• Provide dedicated technical support for Microbiology instrumentation, including blood culture and AST systems, via phone and email within established Service Level Agreements (SLAs).
• Diagnose and resolve hardware, software, computer interface, product performance, and workflow issues through remote troubleshooting and guided repair.
• Accurately document customer interactions, complaints, and resolutions in ERP and quality systems, ensuring timely follow-up and case closure.
• Request Field Service Engineer dispatch, or returns to Instrument Service Center, when issues cannot be resolved remotely and collaborate effectively to support case resolution.
• Guide customers through system installations, software corrections, part replacements, and computer-related troubleshooting as appropriate.
• Deliver high levels of customer satisfaction by providing clear communication, technical expertise, and timely solutions.
• Train customers on instrument operation and laboratory workflows; develop and deliver training materials as needed.
• Provide customers with technical documentation, interface specifications, published literature, and repair guidance related to supported products.
• Collaborate with internal teams, including Field Service, Sales, Customer Service, Quality, Marketing, and Management, to improve customer experience and drive right-first-time outcomes.
• Support Account Managers by providing technical input, product comparisons, substitutions, and identification of potential opportunities within accounts.
• Stay current on product updates, new technologies, competitor offerings, and evolving microbiology trends.
• Participate in on-call rotation as required, including evenings, weekends, and holidays.
• Travel up to 25% for onsite customer support, training, validations, or professional meetings as needed.
• Promote the Microbiology Division at trade shows, customer events, and professional workshops when assigned.
• Report actual or potential safety concerns in accordance with company procedures and support Practical Process Improvement (PPI) initiatives.

• Bachelor of Science degree preferred in Medical Technology, Clinical Laboratory Sciences, Microbiology, Biology, or a…