Service Support Specialist for Laboratory Automation

Thermo Fisher; United States; Remote; USD 68,000 - 102,000; Full time

Benefits offered by this job

Medical and dental plans

Vision plan

Tuition reimbursement

Paid time off

Parental leave

401(k) retirement plan

Employee stock purchase plan (ESPP)

Commuter benefits

Job summary

Thermo Fisher Scientific is seeking a Service Support Specialist III to provide advanced Tier 3 technical support for partner and customer systems. You will troubleshoot, diagnose remotely, and conduct on-site investigations, collaborating with Field Service Engineers and internal teams to ensure optimal equipment performance.

You will act as a technical SME, contributing to product improvements and service capabilities while coordinating across time zones and traveling up to 70%.

Qualifications

• Bachelor's degree in Engineering, Computer Science, Electromechanical Engineering, or a related field, with 3–5 years of experience preferred.
• Candidates without a degree must have 5–10+ years of direct, hands-on experience in technical service, laboratory automation, or a closely related field.
• 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.
• Fluency in English required; additional languages are an asset.
• Experience with quality systems (GMP/GLP) preferred.
• Ability to manage multiple priorities and maintain detailed service records.

Responsibilities

• Provide advanced Tier 3 technical support for partner and customer systems through structured troubleshooting, remote diagnostics, and on-site investigations.
• Collaborate with Field Service Engineers and internal teams to ensure optimal equipment performance, deliver training, and build strong customer relationships.
• As a technical subject matter expert, work with R&D, Product Management, Quality, and Field Service to resolve systemic issues and inform product improvements.
• Coordinate across time zones and travel up to 70% as needed.

Skills

Fluency in English

Customer service

Analytical problem solving

Independent & collaborative work

Education

Bachelor's degree in Engineering, Computer Science, Electromechanical Engineering, or related field

5-10+ years hands-on experience in technical service / laboratory automation

Tools

Laboratory automation platforms

Control software systems

IQ/OQ/PQ documentation protocols

Job description

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)

Job Description

As part of the Thermo Fisher Scientific team, you'll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world's toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

DESCRIPTION

Join our Laboratory Automation Technical Support team as a Service Support Specialist III. In this role, you'll provide advanced Tier 3 technical support for our partners and customer systems through structured troubleshooting, remote diagnostics, and on-site investigations. Working closely with our partners' Field Service Engineers and internal teams, you'll help ensure optimal equipment performance, deliver training, and build strong customer relationships. As a technical subject matter expert, you'll collaborate with R&D, Product Management, Quality, and Field Service to resolve systemic issues, inform product improvements, and strengthen service capabilities across internal and partner organizations. This role requires a high degree of independence and self-direction, as the primary engineering and support teams are based in Finland. You'll need to work effectively across time zones, manage priorities autonomously, and collaborate remotely with global teams.

Location Requirements:

While this role is fully remote, the primary customer base is located on the East Coast. As a result, the majority of travel will be within the East Coast region. Plus, valid driver's license and ability to travel up to 70% of time.

REQUIREMENTS

• Bachelor's degree in Engineering, Computer Science, Electromechanical Engineering, or a related field, with 3-5 years of experience in technical service, laboratory automation, or a related industry preferred
• Candidates without a degree must have 5-10+ years of direct, hands‑on experience in technical service, laboratory automation, or a closely related field
• 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; additional languages are an asset
• Experience with quality systems (GMP/GLP) preferred
• Ability to manage multiple priorities and maintain detailed service records
• Experience with performance tracking and reporting systems

Compensation and Benefits

The salary range estimated for this position based in New York is $68,200.00-$102,250.00.

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs
• Employee assistance and family support programs, including commuter benefits and 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, and short- and long-term disability in accordance with company policy
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
• Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards