About Thermo Fisher Scientific
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them.

Technical Service Engineer (f/m/d)
Location: Paisley, UK
Work Schedule: Standard (Mon-Fri)
Environmental Conditions: Office / On-Site

How will you make an impact?
As a Technical Service Engineer at Thermo Fisher Scientific, you will play a crucial role in assisting our customers in solving their technical issues. You will be at the forefront of providing support and ensuring that our customers have the best experience possible. You’ll be empowered to realize your full potential as part of a global organization that values your passion and outstanding contributions.

What will you do?

• First-line contact with customers to troubleshoot run results, instrument hardware, system software, and computer-related problems over telephone and email, with a focus on systems used for PCR, qPCR, and Next Generation Sequencing
• Triage function between Technical Service and Application Support by qualifying requests and addressing customer’s needs in resolving their inquiries
• Commit to achieving specific Global Service & Support (GSS) related targets and Service Level Agreements (SLAs)
• Work closely with Support and Field Service Engineers to prioritize activities
• Identifying training and service opportunities for Commercial Sales partners
• Drive process improvement, identifying new opportunities and highlighting gaps in current portfolio
• Provide responsive telephone support and work to ensure customer success in the use of instrumentation
• Ensure response times are met when handling customers interactions to meet with contractual agreement
• Supports complex laboratory instruments utilising troubleshooting skills, including root cause analysis
• Represent the company in a positive, professional manner in all dealings with Thermo Fisher Scientific customers, both external and internal

How will you get here?

• A minimum of a degree in a Life Science, Engineering Discipline or related field, or equivalent experience
• Proficiency in both verbal and written communication in English, as well as fluency in Italian or German
• Problem solving skills and experience
• Understanding of NGS workflow and application
• Knowledge in basic techniques related to Molecular Biology products with related instruments and applications background

Skills and Abilities

• Effective social skills, both orally and in writing, with customers and colleagues
• Ability to prioritize tasks and handle time effectively
• Strong problem-solving abilities

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, disability or any other legally protected status.