Job Description

Position Summary:

Group/Division: Life Science Group, Commercial Global Service and Support

When you're part of the team at Thermo Fisher Scientific, you'll do meaningful work, that makes a positive impact on a global scale. Join 100,000 colleagues who bring our Mission to life each day to enable our customers to make the world healthier, cleaner and safer. You'll find the resources here to achieve your career goals and help take science a step beyond by developing solutions for some of the world's toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Position Location: Singapore

The Life Sciences Group of Thermo Fisher Scientific currently has a vacancy for a remote Service and Support Engineer in our Remote Technical Hardware Support group.

This role would be perfect for a candidate with experience in Next Generation Sequencing and bioinformatics that is looking for an exciting role where your technical knowledge will be applied to improve customer experience and the overall success of the company.

What will you do?

• Provide customer support to fix and solve instrument hardware, software related problems over the phone, via email and using remote support tools focusing on Next Generation Sequencing platforms

• Works closely with Applications Support and Field Service Engineers to prioritize all activities and champion a successful outcome for our customers.

• Chips in to achieve specific Global Service & Support (GSS) related targets as defined for revenue, profit, service order volume, etc.

• Some travel will be required as needed for training and meetings

• While aligning with internal rules and practices.

• Acts within our general policies, business processes and procedures (PPP) and local procedures and rules.

• Lead service requests and administrative responsibilities.

• Strive to assist customers, both external and internal, and follow issues all the way to resolution with a positive demeanor.

• Customer relationship management, written documentation of service activities, and effective interaction and communication with internal personnel, manufacturing, and sales.

• Represent the company in a positive, professional manner in all dealings with Thermo Fisher Scientific customers

• Responsibilities include (but are not limited to):

• Direct technical/hardware support assistance for customers

• Focus on and strive for remote resolution and dispatch avoidance

• Focus on Customer Experience/Allegiance

• Support of JDI/PPI and other continuous improvement pilots/projects as requested

• Other duties as assigned, like weekends work duties

Job competencies:

• Continuous improvement skill, and analytical approach

• Troubleshooting and problem-solving skills

• Effective communication and networking skills

• Strong customer service skills

• Compliance to SOP, WINs and labor hours documentation

Minimum Requirements/Qualifications:

• Minimum of Bachelor's Degree in Computer Science (or M.Sc and PhD ), Software Engineering, IT or related field, or BBA in ICT or Datanome or Vocational Qualification in Information Technology

Experience desired:

• Background in Information Technology and/or Software Development /Testing, including knowledge of modern cloud, service-oriented, and Amazon Web Services (AWS)

• Experience of working in a Windows and LINUX environment is critical

• Experience with Network TCP/IP, Firewalls, Active Directory, etc. a must.

• Experience with installation and configuration of hardware + software application / database products, specifically Oracle specifically hands-on experience in SQL database and Windows applications and OS (C#/.NET technologies is a plus)

• Hands-on experience in installing and configuring computer systems, diagnosing hardware/software faults and solving technical problems

• Experience with application deployment (Windows installer, MS Store) is a plus

• Knowledge of bioinformatics software, resources and algorithms is a plus

• Familiarity with building and querying databases.

• IT knowledge and basic system administration skills are required.

• Demonstrable ability to quickly learn large amounts of new, complex technical information required.

• Demonstrable ability to effectively communicate, both orally and in writing, to customers and colleagues is required.

• Ability to prioritize .

• Prior experience in customer service is preferred.

• Strong system-level debugging and IT problem solving/trouble-shooting skills required.

• Familiarity with data backup solutions, data migration, disaster recovery and network security preferred.

• Must possess strong analytical, organizational, written and oral communicative skills

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.

Apply today!

Job Category

Field Services

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.