Job Description:The candidate, part of the South Europe Service organization, provides and ensures customer satisfaction as the primary contact for specialist application and related troubleshooting diagnosis and general support on specialized systems. Conduct on-site installation assays, technical support, troubleshooting, installation training, and CRM reporting.Essential Job Functions and Accountabilities:Provide technical support and troubleshooting on customer sites, working closely with local Field Service Engineers in the Center region.Perform instrumentation verification assay runs and dilution qualification tests on the Phadia instrumentation range.Deliver Basic, Advanced, and Refresher training courses to end-users on our range of instrumentation at the customer laboratory.Provide support for reagent and system-based customer complaints through remote support and customer visits as required in a timely and professional manner.Deliver training on assay methods.Complete service reports in CRM ensuring they are completed fully and accurately, and returned to the customer promptly.Liaise with LIMS providers and customer IT personnel to establish connections to Phadia laboratory systems.Work closely with the rest of the field service engineers, sales, and marketing organizations to qualify and fully understand our customers' needs.Liaise with local colleagues to resolve technical issues.Contribute to the development of training material, support literature, and technical guidance for external and internal customers.Maintain the required level of product knowledge on instruments and assays to enable our customers to be successful and share that expertise with internal and external customers.Ensure that quality and regulatory requirements and company policies are adhered to at all times.Participate in South Europe Application Specialist forums and meetings.Maintain an awareness of both ISO9001 & ISO13485 and their role within the quality management system.Work diligently towards achieving goals and delighting our customers.Participate in continuous improvement initiatives.Internal Networking/Key Relationships:Internal: Field Service, Sales, Tender, and Marketing teamsExternal: National support centersEducation and Professional Experience Qualifications:Bioengineering degree, Science subjects, or related fieldPrevious experience of 2 years in clinical specialist service or clinical laboratory fieldAbility and willingness to travel, mainly in Center regionKnowledge of IT tools (Office, Outlook, etc.) and network connectionDriving licenseSkills & Capabilities:Energetic, self-motivated, and a great teammate with a positive attitude towards problem-solvingAbility to work within a fast-paced environmentCustomer-oriented mentalityExcellent communication (oral and written) and interpersonal skillsFocus on prioritiesOrganized, able to multitask and proactiveGood English knowledge (oral and written)Knowledge of Portuguese (valuable)Residence in Madrid areaThis job description does not describe all the duties, tasks, and responsibilities that need to be performed in the function. Any other job-related instructions, duties, tasks, or responsibilities that are requested by the team leader or manager are required to follow.Join us at Thermo Fisher Scientific and contribute to our singular mission—enabling our customers to make the world healthier, cleaner, and safer.#J-18808-Ljbffr
