Work Schedule

Other

Environmental Conditions

Office

Job Description

Job Description

Position Summary:

The Technical Service Engineer III role at Thermo Fisher Scientific Inc. presents an outstanding opportunity to be at the forefront of scientific innovation. This position focuses on providing remote pre- and post-sales support for Life Science Solutions IT & hardware products, particularly next-generation sequencing platforms. Join our Priority Support team in APJ and contribute to our world-class customer service, supporting clients globally.

Key Responsibilities:

• Provide timely customer support on technical issues via phone and email, applying all available resources.

• Triage, qualify, troubleshoot, and offer solutions to instrument application/hardware/IT problems remotely.

• Analyze complaint information to assist in complaint trending and identifying potential quality issues.

• Achieve instrument uptime goals with outstanding efficiency.

• Demonstrate proficiency in using all required computer systems and databases.

• Record and handle customer complaints on technical and quality issues in CRM and quality systems.

• Engage in training sessions on new products and ongoing education to remain at the forefront of scientific knowledge.

• Build strong working relationships with Field Engineers, SDMs, and Territory Specialists.

• Perform duties independently with limited direction, handling complex and recurring work situations.

• Participate in team tasks, including complaint analysis, customer surveys, and Voice of Customer reports.

• Occasionally travel to customer sites, training centers, and offices.

• Work a 5-day week, including one fixed weekend.

Job Proficiencies:

• Interest in continuous improvement and an analytical approach

• Proven troubleshooting and problem-solving skills

• Effective communication and networking abilities

• Strong customer service orientation

Minimum Requirements/Qualifications:

• Bachelor’s Degree or equivalent experience in Computer Science, Software Engineering, IT, or related field; M.Sc or PhD preferred

• Experience in Information Technology, Software Development, or Testing

• Proficiency with modern cloud services, especially AWS

• Experience with Windows and LINUX environments

• Knowledge of Network TCP/IP, Firewalls, and Active Directory

• Hands-on experience with hardware/software installation and configuration, and SQL databases

• Basic system administration skills and familiarity with bioinformatics software are a plus

• Ability to quickly learn complex technical information

• Effective communication skills, both oral and written, in English; Chinese language skills are an advantage

• Prior customer service experience is preferred

• Strong analytical and interpersonal skills

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.