Technical Support Advisor
14 hours ago
When you join us at Thermo Fisher Scientific, you’ll be part of an inquisitive team that shares your passion for exploration and discovery. With revenues of more than $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.
**Location**: Basingstoke - Hybrid
12 month Fixed Term contract
**How will you make an impact?**
**What will you do?**
- Provide technical advice to customers, selling sites, channel partners, account managers and other technical support teams globally.
- Manage technical customer complaints using the Quality Notification (QN) module in SAP.
- Prepare customer facing reports detailing the outcome of technical complaint investigations, within agreed timescales.
- Carry out customer visits to resolve product and technical issues as required.
- Manage complaints on third party supplied products by working with vendors.
- Provide support to other members of the European Technical Services team through specialist knowledge of locally manufactured products, processes and functions.
- Log all technical enquiries in SAP using the Sales Activity module.
- Use exceptional customer facing skills to provide a positive customer experience in all MBD Technical Support transactions.
- Support vigilance procedure; ensure that complaint processes are followed correctly, collect specific vigilance information and take part in pre-CAT/CAT meetings as required.
- Continuously develop knowledge and skills needed in the role both using internally supplied training and via external meetings and conferences.
- Act as customer advocate to other functions.
- Participate in continuous improvement of our technical support offering, in-line with customer needs.
**Minimum qualifications**:
- Graduate or equivalent in Microbiology, Biomedical or Biological Science.
- At least three years relevant laboratory experience.
- English: fluent, professional standard for provision of telephone support to UK customers.
- Strong customer service focus.
- The ability to solve problems and offer effective solutions.
- Must possess good organizational skills.
- Work collaboratively within a team environment.
**Preferred qualifications**:
- Solid understanding of the Microbiology Division product range.
- A second European language would be valuable.
- Experienced SAP user.
Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.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.
- Accessibility/Disability Access
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