Job Description

Job Title: Technical Support Specialist II Job Location: Bangalore

About Company: Thermo Fisher Scientific Inc. is the world leader in serving science, with revenues of more than $25 billion and approximately 75,000 employees globally. We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics, deliver medicines to market and increase laboratory productivity. Through our premier brands - Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific and Unity Lab Services - we offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive services.

About Team:

We are Digital Engineering Team - the Software Center of Excellence for Thermo Fisher Scientific. We are responsible for developing and delivering SaaS based applications and digital lab (Cloud-based) tools, to help scientists do their work more efficiently and with precision, enabling them to make our world healthier, cleaner and safer. Our world class software products and solutions accelerate scientific discovery and lab productivity. These solutions

- provide rich content, selection tools, collaboration tools and scientific apps that allow our customers to focus on innovation and the complexities of their science.

- create a connected world for our customers where discoveries happen the smart way - where every device/product is connected, self-aware, and self-healing-thereby enabling efficient workflows and collaborative science.

- enable our customers to efficiently manage their lab by providing them insight to workflow processes, asset uptime and product availability.

We give them the flexibility to access what they need when they need it, allowing them to select and receive products and services across multiple channels. We apply industry best practices to the design, development, and deployment of world-class software products built to leverage the power and scalability of the cloud.

Roles & Responsibilities:

Software Support Specialist will provide technical support for Chromatography (CDS) and Mass Spectrometry (MS) Software products to customers within Thermo Fisher and externally. This will include: Incident ownership from receipt to resolution and closure, adherence to escalation procedures, customer service level agreements, implementation and support of customized customer specific solutions.

Responsibilities

• Managing customer incidents in a professional and efficient manner
• Build working relationships with other departments of Thermo Fisher Scientific, particularly within the software development and product teams
• Proactively learn new technologies as well as the supported products
• Develop knowledge on new IT network and virtualization technologies
• Visit customers for on-site relationship building or troubleshooting
• Be the intermediary between customer and Thermo Fisher to ensure mutually beneficial resolutions

Basic qualifications

• BSc in Computer Science, Mathematics, Life Sciences or related field
• Comfortable with working in a dynamic, flexible environment.
• Excellent & attentive listener
• Tenacious problem solver
• Enthusiastic, positive, action-oriented attitude
• Above average verbal and written communication skills
• Ability to liaise with people at all levels, from technical experts to novice users
• Organized with the ability to prioritize workload and work under pressure
• Ability to travel nationally and internationally up to 20% of the time

Preferred qualifications

• Life Science and/or Bioinformatics experience preferred, but not required
• Experience as CDS Super User
• Working knowledge of Laboratory software
• Working knowledge of Windows Server, Win 10, Win 11
• Knowledge of chromatography or mass spectrometry instrumentation and its usage in an industrial laboratory setting is advantageous
• Comfortable with and effective at expressing and exchanging ideas, concepts and designs in a group setting
• Customer focused and committed to customer allegiance

At Thermo Fisher Scientific, each one of our 70,000 extraordinary minds has a unique story to tell. Apply today http://jobs.thermofisher.com . Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.