Customer Support Specialist - LC Software

ThermoFisher Scientific; United States; Hybrid; GBP 65,000 - 100,000; Full time

Job summary

Thermo Fisher Scientific seeks a Customer Support Specialist - LC Software to enable Empower CDS integration with Thermo chromatography systems through Seamless Instrumentation Integration (SII). The role bridges technical and commercial teams to ensure compliant, scalable operation in customer environments.

Hybrid work balance includes home office and customer sites; extensive collaboration with TSS, IES, COE, and Software is required to support pre/post-sales activities and continuous customer

Qualifications

• Bachelor’s degree in Chemistry, Engineering, Informatics, or related field.
• 7+ years supporting chromatography systems and CDS integrations with Empower.
• Experience enabling third-party CDS control of analytical instrumentation.
• Experience with regulated Pharma/BioPharma environments (AD and/or QC).
• Ability to travel up to 60% including overnight and international travel.

Responsibilities

• Act as SME for SII integration between Thermo chromatography systems and Empower CDS.
• Support customers in running Thermo instrumentation on Empower with compliant performance.
• Serve as technical interface between Thermo and Waters for SII topics.
• Assist sales in pre-sales engagements and set clear expectations.
• Collaborate with TSS, IES, COE, and Software to support pre/post-sale activities.
• Participate in escalations for SII/Empower and data integrity/compliance guidance (21 CFR Part 11).
• Capture lessons learned and standardize workflows and troubleshooting with PPI.

Skills

Cross-functional collaboration

Problem solving

Clear communication

Mentoring

Customer relationship management

Education

Bachelor’s degree in Chemistry, Engineering, Informatics

Tools

Empower CDS

SII integration

Waters compatibility

Job description

Work Schedule

First Shift (Days)

Environmental Conditions

Laboratory Setting

Job Description

Position Summary

The Customer Support Specialist - LC (Liquid Chromatography) Software plays a critical role in enabling Thermo Fisher Scientific chromatography systems to operate seamlessly on the Empower™ Chromatography Data System (CDS) through Seamless Instrument Integration (SII). This role serves as the technical and functional bridge between Thermo Fisher Scientific and Empower, ensuring reliable, compliant, and scalable integration of Thermo instrumentation within customer Empower environments.

Operating within the HPCS Business Unit of the CMD Division, the SII Empower Expert supports both Analytical Development (AD) and Quality Control (QC) customers who standardize on Empower as their CDS. The role works collaboratively with internal stakeholders—including Commercial, Technical Sales Support (TSS), IES/Service, COE, and Software teams—as well as external partners and customers, to support pre-sale positioning, post-sale execution, and long-term customer success.

The Customer Support Specialist - LC Software operates in a hybrid environment, balancing home office and customer-facing activities, and requires strong technical expertise, cross-functional influence, and the ability to manage complex integrations across matrixed organizations.

Key Objectives

Act as the primary subject-matter expert for SII integration between Thermo Fisher chromatography systems and Empower CDS.

• Support customers in successfully running Thermo instrumentation on Empower, ensuring performance, reliability, and compliance in regulated environments.

• Serve as the technical interface between Thermo Fisher and Waters for SII-related topics, including compatibility, issue resolution, and lifecycle changes.

• Assist sales colleagues in pre-sales engagements to set clear expectations and address customer concerns related to Empower compatibility and SII capabilities.

• Partner with TSS, IES, COE, and Software teams to support pre-sale positioning and post-sale execution.

• Participate proactively in escalations related to SII/Empower integrations to accelerate resolution and protect customer confidence.

• Provide guidance on data integrity, validation, and compliance considerations (e.g., 21 CFR Part 11) for Thermo instruments controlled via Empower.

• Capture and share lessons learned, recurring issues, and best practices to improve SII reliability and customer experience.

• Support standardization of workflows, documentation, and troubleshooting approaches aligned with Thermo Fisher’s PPI Business System.

• Deliver targeted internal and customer-facing training related to SII-Empower operation and best practices.

Requirements

• Bachelor’s degree in Chemistry, Engineering, Informatics, or a related scientific or technical discipline, or equivalent experience.

• 7+ years of experience supporting chromatography systems and/or CDS integrations, with strong expertise in Empower.

• Demonstrated experience enabling third-party CDS control of analytical instrumentation.

• Experience working directly with customers in regulated Pharma/BioPharma environments (AD and/or QC).

• Ability to collaborate effectively across internal functions and external partners in a matrixed organization.

• Ability to travel to customer locations up to60% including overnight& internationaltravel

Desirable Personality Traits & Skills

• Recognized technical expert with the ability to build credibility and trust with customers and internal stakeholders.

• Strong problem-solving skills with a structured,systems-level approach.

• Clear and confident communicator, able to translate complex technical topics into practical guidance.

• Proactive, self-directed, and comfortable operating independently with minimal supervision.

• Strong sense of ownership and accountability for customer outcomes.

• Ability to mentor peers and contribute to team capability building.

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.