Technical Service Engineer III

Work Schedule

Environmental Conditions

Job Description

Job Description

Position Summary:

The Technical Service Engineer III role at Thermo Fisher Scientific Inc. presents an outstanding opportunity to be at the forefront of scientific innovation. This position focuses on providing remote pre- and post-sales support for Life Science Solutions IT & hardware products, particularly next-generation sequencing platforms. Join our Priority Support team in APJ and contribute to our world-class customer service, supporting clients globally.

Key Responsibilities:

• Provide timely customer support on technical issues via phone and email, applying all available resources.
• Triage, qualify, troubleshoot, and offer solutions to instrument application/hardware/IT problems remotely.
• Analyze complaint information to assist in complaint trending and identifying potential quality issues.
• Achieve instrument uptime goals with outstanding efficiency.
• Demonstrate proficiency in using all required computer systems and databases.
• Record and handle customer complaints on technical and quality issues in CRM and quality systems.
• Engage in training sessions on new products and ongoing education to remain at the forefront of scientific knowledge.
• Build strong working relationships with Field Engineers, SDMs, and Territory Specialists.
• Perform duties independently with limited direction, handling complex and recurring work situations.
• Participate in team tasks, including complaint analysis, customer surveys, and Voice of Customer reports.
• Occasionally travel to customer sites, training centers, and offices.
• Work a 5-day week, including one fixed weekend.

Job Proficiencies:

• Interest in continuous improvement and an analytical approach
• Proven troubleshooting and problem-solving skills
• Effective communication and networking abilities
• Strong customer service orientation

Minimum Requirements/Qualifications:

• Bachelor’s Degree or equivalent experience in Computer Science, Software Engineering, IT, or related field; M.Sc or PhD preferred
• Experience in Information Technology, Software Development, or Testing
• Proficiency with modern cloud services, especially AWS
• Experience with Windows and LINUX environments
• Knowledge of Network TCP/IP, Firewalls, and Active Directory
• Hands-on experience with hardware/software installation and configuration, and SQL databases
• Basic system administration skills and familiarity with bioinformatics software are a plus
• Ability to quickly learn complex technical information
• Effective communication skills, both oral and written, in English; Chinese language skills are an advantage
• Prior customer service experience is preferred
• Strong analytical and interpersonal skills