Laboratory Software Support Analyst
hace 1 día
Company Overview:
Thermo Fisher Scientific is a leading global organization that values performance, quality, and innovation. With revenues of $40 billion and the largest investment in R&D in the industry, we give our people the resources to make significant contributions.
Position Summary:
The Support Analyst is a key member of our EMEA Customer Services Team. This role requires providing high-quality first and second-line support to customers for products supplied by Informatics. The analyst will need to respond to incidents within target times, assist in continuous improvements to helpdesk services, and travel up to 25% of the time for on-site support and training.
Responsibilities:
- Incident ownership and management from receipt to resolution and closure.
- Build working collaborations with departments of Thermo Fisher Scientific Informatics, particularly the development team.
- Adhere to Quality Management System procedures and customer service level agreements.
- Raise incidents to Informatics Research and Development or the Helpdesk Team Leader when required.
- Proactively learn new technologies as well as supported products.
- Participate in PPI projects.
- Be prepared to visit customers for on-site relationship building, training, or investigation.
- Act as the Thermo Fisher Scientific customer ambassador.
- May be required to travel nationally and internationally.
- Communicate with customers in a professional and respectful manner.
- Provide technical solutions to incidents wherever possible.
- Work closely with the Helpdesk Team Leader and the EMEA Customer Services Manager to be aware of current standard and custom service levels.
- Other duties as assigned.
Estimated Salary: $60,000 - $80,000 per year.
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