Technical Support Scientist, Olink proteomics (Remote – Midwest, South, and Northeast US) Full-time

Service Support Specialist

As part of the Thermo Fisher Scientific team, you'll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world's toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Location: Remote – Midwest, South, and Northeast US

Discover Impactful Work:

Join our team as a Service Support Specialist at Thermo Fisher Scientific, where you'll contribute to delivering administrative and technical support to our service operations. You will coordinate and manage technical support across field applications scientists, customers and internal teams such as Business Development Managers/Directors, Project Coordinators, AS lab, Data Science Team, and Product Management to ensure timely support and high customer satisfaction and support process improvements and performance tracking.

A Day in the Life:

• In collaboration with the field application scientist, provide advanced customer applications support to business development managers and customers, including Olink kit and core labs; this includes technical support, troubleshooting issues related to user technical skill, instrument operation, and data analysis to ensure highest customer satisfaction
• Actively collaborate with different departments of the company to find the best solution to queries and issues from Olink customers
• Ensure that customers receive the best possible support and service via e.g. telephone conferences, and e-mail
• Communicating courteously with customers by telephone, email, letter and keep accurate records of discussions and/or correspondence with customers
• Provide high quality internal support for analysis service teams
• Responsible for Olink support mailbox
• Make suggestions for improvements of product and internal process based on customer feedback
• Handle customer complaints, provide appropriate solutions and alternatives in a timely manner
• In charge updating all external cases and solution in SFDC
• Travel ~10% within North America, travel outside North America as needed

Keys to Success:

Education:

• Bachelor's degree in Molecular Biology or related field with 1+ years of experience in customer support and hands-on laboratory work; Technical or professional certifications relevant to support is a plus

Experience:

• Experience in customer relationship management, preferably in a technical environment
• Strong experience in hands on work with laboratory instruments such as pipetting robots, systems for automatization of workflow and PCR instruments, etc.
• Strong proficiency in CRM and ERP systems
• Participation in process improvement initiatives and documentation

Knowledge, Skills, Abilities:

• Understanding of quality management systems and compliance requirements
• Demonstrated ability in data analysis and report generation
• Excellent knowledge in proteomics and biomarker discovery
• Previous knowledge and experience with next gene sequencing and Olink technology is a plus
• Ability to adapt to changing priorities and handle time-sensitive requests
• Strong organizational skills with the ability to manage multiple priorities
• Strong problem-solving capabilities
• Ability to work independently and collaboratively in a structured environment
• Advanced skills in Microsoft Office suite (Excel, PowerPoint, Word) and Power BI
• Excellent written and verbal communication skills in English. Any additional language is a plus

Other:

• Must be legally authorized to work in the United States without sponsorship now or in the future.
• Must be able to pass a comprehensive background check and drug screen.

Compensation and Benefits:

The salary range estimated for this position based in Massachusetts is $59,400.00–$85,000.00.

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
• Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount