Technical Support Representative
Thermo Fisher Scientific (Silicon Valley/San Jose, California)

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Technical support specialists (TSS) ensure that our customers, Field Service Engineers and Sales people are successful.  They are highly trained in the full range of Thermo Electron’s chromatography and mass spectrometry products and their applications.  Their primary responsibility is to provide technical assistance to customers and Thermo Electron employees via telephone, email, internet, fax, etc. They must also be well versed in customer relations management, being sensitive to the customer’s needs and able to handle any situation that may arise. The technical responsibilities are with hardware/software operations and troubleshooting.  The TSS provides advanced troubleshooting to field service engineers and manages hot accounts (extremely difficult-to-solve problems). The TSS must be able to understand, manage and communicate large amounts of information using MS Office, websites, knowledge bases and other tools.  Customer and service training and product testing are important secondary functions.

A PhD or MS Degree is required, physical or biological science degrees are preferred.  Extensive operations experience with LC/MS analysis of proteins and and peptides; ideally with Thermo instrumentation.  This must include a deep working knowledge of the hardware, software and application details of LC/MS biotech applications. 

The candidate should be highly organized and detail-oriented.  Extensive experience with computer hardware and software including Microsoft Windows operating systems (primarily Windows 2000 and XP), MS Office and instrument control acquisition/reporting software required.  Working and troubleshooting knowledge with networking strongly preferred.  The position requires excellent communication (verbal and writing) and training skills.

Education: Masters Job Level: Experienced