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About the Role
Provide advanced Tier 3 technical support for laboratory automation systems, troubleshooting, remote diagnostics, and on-site investigations. Collaborate with internal teams and partners to ensure optimal equipment performance, deliver training, and resolve systemic issues.
Responsibilities
- Provide advanced Tier 3 technical support for partners and customer systems.
- Conduct structured troubleshooting, remote diagnostics, and on-site investigations.
- Collaborate with Field Service Engineers and internal teams to ensure optimal equipment performance.
- Deliver training to customers and partners.
- Build strong customer relationships.
- Act as a technical subject matter expert.
- Collaborate with R&D, Product Management, Quality, and Field Service to resolve systemic issues.
- Inform product improvements.
- Strengthen service capabilities across internal and partner organizations.
- Manage priorities autonomously.
- Collaborate remotely with global teams.
- Manage multiple priorities.
- Maintain detailed service records.
Requirements
- Advanced degree and at least 3 years of experience, or Bachelor's degree plus 5 years of experience in technical service, laboratory automation, or a related field.
- Degree in engineering, computer science, electromechanical engineering, or a related discipline.
- Experience developing technical documentation, service standards, and troubleshooting methodologies.
- Technical expertise in instrument maintenance, repair, and troubleshooting.
- Proficiency in conducting equipment installations, calibrations, and qualification protocols (IQ/OQ/PQ).
- Experience with laboratory automation platforms and control software systems.
- Advanced knowledge of Microsoft Windows operating systems and standard office applications.
- Strong problem-solving and analytical skills.
- Strong customer service and communication skills.
- Ability to work independently and collaboratively.
- Fluency in English required.
- Valid driver's license.
- Ability to travel up to 70% of time.
- Experience with quality systems (GMP/GLP) preferred.
Skills
- Technical documentation development
- Service standards development
- Troubleshooting methodologies
- Instrument maintenance
- Instrument repair
- Troubleshooting
- Equipment installation
- Equipment calibration
- Qualification protocols (IQ/OQ/PQ)
- Laboratory automation platforms
- Control software systems
- Microsoft Windows operating systems
- Microsoft Office applications
- Problem-solving
- Analytical skills
- Customer service
- Communication skills
- Independent work
- Collaborative work
- English fluency
- Quality systems (GMP/GLP)
- Performance tracking
- Performance reporting
Location
- New York
Work Type
- Standard (Mon-Fri)
Experience Level
- 3 years of experience with advanced degree
- 5 years of experience with Bachelor's degree
Education Level
- Advanced degree
- Bachelor's degree
- Degree in engineering, computer science, electromechanical engineering, or a related discipline
Salary/Compensations
- $68,200.00–$102,250.00
Benefits
- Variable annual bonus
- Choice of national medical and dental plans
- National vision plan
- Health incentive programs
- Employee assistance and family support programs
- Commuter benefits
- Tuition reimbursement
- At least 120 hours paid time off (PTO)
- 10 paid holidays annually
- Paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave)
- Accident and life insurance
- Short- and long-term disability
- Retirement and savings programs
- Competitive 401(k) U.S. retirement savings plan
- Employees’ Stock Purchase Plan (ESPP)
About the Company
- Thermo Fisher Scientific enables customers to make the world healthier, cleaner and safer.
- The company provides global teams with resources for career goals and scientific advancement.
- Thermo Fisher Scientific develops solutions for environmental protection, food safety, and disease cures.