Thermo Fisher Scientific Senior Technical Support Analyst in Remote / Field, Alabama

Job Description

Senior Support Analyst – Watson LIMS

When you join us at Thermo Fisher Scientific, you’ll be part of a smart, driven team that shares your passion for exploration and discovery. With revenues of $20 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.

What will you do?

The Senior Support Analyst is a member of a Customer Services Team. The role provides high quality first and second line support to customers in the context of products supplied by Digital Science. The high quality demanded by this position will be met by the analyst’s ability to respond to support incidents within target times and assist in activities designed to facilitate continuous improvements to helpdesk services.

  • Communicate with customers in a professional and courteous manner

  • Create and manage incidents through the incident lifecycle according to current guidelines and procedures

  • Prioritize incidents according to current guidelines and procedures

  • Provide technical solutions to incidents wherever possible

  • Escalate incidents to Digital Science Development when required

  • Respond to incidents according to standard service levels

  • Work closely with other Digital Science departments to resolve issues when required

  • Expert in Watson LIMS

  • Backup support for GRAMS Suite

  • Backup team leader in matters of dealing with customer complaints and issues

  • Offer direction and skill training to other Support Analysts on the team

  • Be self-motivated and make best use of available time

  • Supplement training activities

  • Provide expertise in the installation of customer product updates

How will you get here?

Education

Bachelor’s degree or equivalent technical degree

Experience

  • Minimum (5) years of experience in Watson LIMS

  • Laboratory experience preferred

  • Experience of helpdesks preferred

  • Project management experience a plus

Knowledge, Skills, Abilities

  • Strong customer orientation

  • Strong Interpersonal skills

  • Excellent verbal and written communication skills essential

  • Ability to liaise with people at all levels, from technical experts to novice users

  • Organized with ability to prioritize work load and work under pressure

  • Tenacious problem solver

  • Excellent analytical and diagnostic skills

  • Ability to travel up to 25% of the time to provide training for current customers

At Thermo Fisher Scientific, each one of our 65,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.

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.