Technical Support Specialist

4 days ago

Basingstoke, United Kingdom Thermo Fisher Scientific Full time

Technical Support Specialist
**Location**:Basingstoke, UK or Milan, Italy - Flexible working

**Responsibilities**:

- ** Technical product complaint management**
- Provide Technical Complaint management for direct customers, Channel Partners & Distributors across the Microbiology product range.
- Act as primary contact for end users, Channel Partners, Distributors and Account Managers for technical complaints across EMEA and Rest of World countries. Prepare final technical complaint investigation reports for customers.
- Ensure that technical complaints are processed to give best customer experience, supports vigilance procedures and Technical Support performance standards (KPIs)
- **Technical Enquiries**
- Collaborate with internal functions or external third-party suppliers Globally in order to support customer technical enquiries.
- Ensure that technical enquiries are processed to give the best customer experience, support vigilance procedures and Technical Support performance standards (KPIs)
- **Technical development and expertise**
- Actively develop knowledge and skills from colleagues, customers, internal & external courses, the Thermo Fisher University, conferences and external meetings.
- Use Thermo Fisher Scientific PPI (Practical Process Improvement) tools for improvement activities within Technical Services and across all functions.
- Build relationships across Global Technical Services Teams, Commercial, Brand Management, Procurement, Quality/Regulatory and Operations to develop knowledge and support our customers.
- Provide product training to external and internal customers
- **Customer Experience**
- Act as the customer advocate within Global Technical Services and associated functions
- Use customer facing skills to provide a positive customer experience and support the Thermo Fisher Scientific Customer Allegiance Program (CAS).
- Optimise sales performance through a partnership with the Customer, Account Manager /Field Sales and Customer Service

**Required Qualifications and Experience**:

- BSc Microbiology Clinical Microbiology Life Sciences
- Relevant microbiology laboratory experience Clinical and / or Industrial sectors
- Experience in customer facing role
- Fluent in Italian and English
- CVS in English please.

**Required Competencies**:

- Methodical, with strong organizational skills, managing own daily and weekly agenda and priorities
- Strong customer service focus. Ability to empathize with the customer and act with diplomacy particularly when managing technical complaints
- Ability to work collaboratively in a team environment with good interpersonal skills to facilitate information exchange
- Accuracy with data handling and record-keeping.
- Good communication skills, written and spoken. Additional languages required depending upon the Region supported. This role fluent Italian and English.
- Conversant with Microsoft Outlook, Excel, PowerPoint and Word

**Preferred Competencies and Experience**:

- Experience in use of diagnostic instrumentation in the Microbiology environment, Clinical and Industrial
- Experience with Thermo Fisher Scientific and Competitor products
- Good working knowledge of SAP (ERP system)

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. A 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.

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