Work Schedule: Rotational days/weekends
Environmental Conditions: Office
Job Description When you're part of Thermo Fisher Scientific, you'll do challenging work belonging to a team that values performance, quality, and innovation.
As part of a successful, growing global organization, you will be encouraged to perform at your best.
With revenues of $40 billion and the largest investment in R&D in the industry, we give our people the resources and chances to create significant contributions to the world.
Position Summary: The Support Analyst is a member of an EMEA Customer Services Team.
The role will require the provision of high-quality first and second line support to customers in the context of products supplied by Informatics.
The high quality demanded by this position will be met by the analyst's ability to respond to support incidents within target times and assist in activities designed to facilitate continuous improvements to helpdesk services.
In exchange, the analyst has a chance to learn world-leading laboratory software and procedures around them in a dynamic working environment.
The analyst will need to be available to travel up to 25% of the time to provide support and training for current customers.
Responsibilities: Incident ownership and management from receipt to resolution and closure. Build working collaborations with departments of Thermo Fisher Scientific Informatics, particularly the development team. Adhere to Quality Management System procedures and customer service level agreements. Raise incidents to Informatics Research and Development or the Helpdesk Team Leader when required. Proactively learn new technologies as well as supported products. Participate in PPI projects (Assist in Identification and implementation of short and midterm strategic plans to improve helpdesk operations). Be prepared to visit customers for on-site relationship building, training, or investigation. Act as the Thermo Fisher Scientific customer ambassador. May be required to travel nationally and internationally. Communicate with customers in a professional and respectful manner. Provide technical solutions to incidents wherever possible. Work closely with the Helpdesk Team Leader and the EMEA Customer Services Manager to be aware of current standard and custom service levels. Other duties as assigned.
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