Senior Product Applications Consultant

3 weeks ago

Hemel Hempstead, Hertfordshire, United Kingdom Thermo Fisher Scientific Full time

Explore Global Potential: Become a Systems Support Specialist

Thermo Fisher Scientific is seeking a dedicated professional to enhance our Global Services, which serves as the Centre of Excellence (CoE) within the IDD Service Organization. This role is pivotal in supporting the entire IDD Service through the following responsibilities:

  • Provide global case support for escalated field challenges, ensuring alignment with our Customer F1rst model.
  • Communicate updates regarding hardware, software, new products, processes, tools, and relevant documentation (Service Bulletins) from CoE to IDD Service.
  • Advocate for Design for Serviceability initiatives.
  • Address IDD Service needs and requests to various CoE Functions.
  • Conduct training for IDD Service personnel, including application specialists and field service engineers, on instruments, software, and tools.

PRIMARY RESPONSIBILITIES

  • Serve as the lead investigator to analyze root causes of system failures, optimize workflows, provide service recommendations, and address result discrepancies, all while delivering data-driven solutions.
  • Offer timely and exceptional second-line support to resolve incoming issues, minimizing operational disruptions.
  • Streamline problem resolution by directing incoming issues to our specialized team, fostering efficient solutions.
  • Identify and resolve the underlying causes of recurring issues, providing preventive guidance to enhance system performance. Additionally, offer direct support for complex customer inquiries.
  • Be available for occasional on-site visits to provide hands-on assistance and tailored solutions.
  • Champion field proposals aimed at system improvements and the introduction of new features for our investigational tools, formally reporting these through the Change Requests process.
  • Create, publish, and disseminate essential information via Service Bulletins to promptly address and resolve reactive issues.
  • Ensure that system documentation and support processes are consistently updated, including Troubleshooting Guides, Check Lists, Operating Procedures, and Service Manuals.
  • Take responsibility for proposing and defining metrics for Systems Support.
  • Drive the development, implementation, enhancement, automation, and visualization of Systems Support metrics to ensure continuous refinement of support processes.
  • Ensure that design, service, and application-related functionalities are documented, prioritized, and integrated into new product development and Product Care activities.
  • Improve customer experience by actively engaging in project launches and market transitions, providing valuable feedback on functionality and user-friendliness.
  • Collaborate with Sales, Global Marketing, Regulatory Affairs/Quality Assurance, and Research and Development to achieve high customer satisfaction levels.
  • Support the complaint process as a systems expert, guiding and assisting complaint investigators with the necessary tools for logfile analysis and optimal solutions.
  • Participate in service and user group meetings, contributing to discussions and initiatives.

QUALIFICATIONS/REQUIREMENTS

A Bachelor's degree or equivalent experience in Science, Engineering, IT, or related fields is strongly preferred.

  • 5+ years of experience in the IVD industry, Field Service, Technical Support, or Laboratory settings, demonstrating a history of high customer satisfaction.
  • Excellent written and verbal communication skills in English; proficiency in Swedish is a plus.
  • Strong analytical and problem-solving abilities.
  • Proficient in documentation and technical presentation skills.
  • Ability to thrive in a matrix environment, fostering strong relationships and providing effective mentorship.
  • A keen interest in continuous learning in Computers, Software, Methods, Immunology, Assay processes, Chemistry, and reagent functionality.
  • Adaptability to a support environment with short delivery timelines.
  • Capability to work autonomously and self-initiate in a fast-paced setting.

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