Senior Product Applications Specialist

3 weeks ago

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

Explore New Horizons: Become a Product Applications Specialist III

At Thermo Fisher Scientific, we are seeking a dedicated professional to enhance our Global Services team, which serves as the Centre of Excellence (CoE) within the IDD Service Organization. This role is pivotal in supporting our commitment to excellence in:

  • Providing global case support for escalated issues, ensuring efficient resolutions aligned with our Customer F1rst model.
  • Communicating updates regarding hardware, software, new products, and processes from CoE to IDD Service.
  • Driving initiatives for improved serviceability and operational efficiency.
  • Training IDD Service personnel, including application specialists and field service engineers, on our instruments and software.

Key Responsibilities

  • Act as the primary investigator to analyze root causes of system failures, workflow enhancements, and service recommendations, delivering data-driven solutions.
  • Provide timely and exceptional second-line support to address incoming issues, minimizing operational disruptions.
  • Facilitate efficient problem resolution by coordinating with our specialized team to manage incoming inquiries.
  • Identify and resolve recurring issues, offering preventive guidance to improve system performance and addressing complex customer inquiries directly.
  • Be available for occasional on-site customer support, providing hands-on assistance and tailored solutions.
  • Advocate for field-driven proposals to enhance systems and introduce new features, formally reporting these through the Change Requests process.
  • Generate and disseminate critical information via Service Bulletins to promptly address reactive issues.
  • Maintain up-to-date system documentation and support processes, including troubleshooting guides and operating procedures.
  • Propose and define metrics for Systems Support, driving the development and optimization of support processes.
  • Ensure that design and service functionalities are prioritized in new product development and Product Care activities.
  • Enhance customer experience by participating in project launches and providing feedback on product usability.
  • Collaborate with Sales, Global Marketing, Regulatory Affairs/Quality Assurance, and Research and Development to achieve high customer satisfaction.
  • Support the complaint process by offering expertise and training investigators in necessary tools for effective analysis.
  • Engage in service and user group meetings, contributing to discussions and initiatives.

Qualifications

  • A Bachelor's degree or equivalent experience in Science, Engineering, IT, or related fields is preferred.
  • 5+ years of experience in the IVD industry, technical support, or laboratory settings, demonstrating a strong record of 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.
  • Able to thrive in a matrix environment, fostering positive relationships and mentorship.
  • Demonstrated interest in continuous learning in areas such as Computers, Software, Immunology, and Assay processes.
  • Ability to work autonomously in a fast-paced environment.

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