Technical Product Support Specialist

Location: Oakwood

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

About Us:

Here at Thermo Fisher Scientific, our industry-leading scale means unparalleled commercial reach, unique customer access and a global footprint. Our broad customer base, from research, clinical to commercial production means you can have a broad and significant impact. All while working in an environment where you will be supported, valued and rewarded for your performance. Join our Sales & Marketing team with an unmatched depth of capabilities and help our customers solve some of the world's toughest challenges.

When you're part of the team at Thermo Fisher Scientific, you'll do important work, and you'll be valued and recognized for your performance. With talented managers and inspiring coworkers to support you, you'll find the resources and opportunities to make significant contributions to the world.

Position Summary

Onsite M-F Dayshift

The Technical Product Support Specialist - Instrumentation provides expert remote technical support for Microbiology instrumentation, with a focus on blood culture and antimicrobial susceptibility testing (AST) systems. This role supports customers across all market segments by resolving hardware, software, interface, product performance, and workflow issues, while delivering an exceptional customer experience.

The specialist serves as a trusted technical partner to customers and internal teams, providing education, troubleshooting, and product expertise. When issues cannot be resolved remotely, the specialist requests Field Service Engineer (FSE) dispatch in accordance with established procedures.

Experience with Versa

TREK and Sensititre systems is highly desirable.

Key Responsibilities

• Provide dedicated technical support for Microbiology instrumentation, including blood culture and AST systems, via phone and email within established Service Level Agreements (SLAs).
• Diagnose and resolve hardware, software, computer interface, product performance, and workflow issues through remote troubleshooting and guided repair.
• Accurately document customer interactions, complaints, and resolutions in ERP and quality systems, ensuring timely follow-up and case closure.
• Request Field Service Engineer dispatch, or returns to Instrument Service Center, when issues cannot be resolved remotely and collaborate effectively to support case resolution.
• Guide customers through system installations, software corrections, part replacements, and computer-related troubleshooting as appropriate.
• Deliver high levels of customer satisfaction by providing clear communication, technical expertise, and timely solutions.
• Train customers on instrument operation and laboratory workflows; develop and deliver training materials as needed.
• Provide customers with technical documentation, interface specifications, published literature, and repair guidance related to supported products.
• Collaborate with internal teams, including Field Service, Sales, Customer Service, Quality, Marketing, and Management, to improve customer experience and drive right-first-time outcomes.
• Support Account Managers by providing technical input, product comparisons, substitutions, and identification of potential opportunities within accounts.
• Stay current on product updates, new technologies, competitor offerings, and evolving microbiology trends.
• Participate in on-call rotation as required, including evenings, weekends, and holidays.
• Travel up to 25% for onsite customer support, training, validations, or professional meetings as needed.
• Promote the Microbiology Division at trade shows, customer events, and professional workshops when assigned.
• Report actual or potential safety concerns in accordance with company procedures and support Practical Process Improvement (PPI) initiatives.

Minimum Requirements / Qualifications

• Bachelor of Science degree preferred in Medical Technology, Clinical Laboratory Sciences, Microbiology, Biology, or a related field.
• Hands-on experience in a clinical, food safety, pharmaceutical, or microbiology laboratory environment.
• Strong ability to troubleshoot mechanical, software, and workflow issues remotely.
• Excellent verbal, written, and interpersonal communication skills, with a strong customer-focused mindset.
• Ability to manage multiple priorities, take initiative, problem-solve effectively, and follow issues through to resolution.
• Proficiency in Microsoft Office applications (Word, Outlook, Excel).
• Experience supporting customers via phone and email is preferred.
• Familiarity with blood culture and AST instrumentation is a strong advantage;
  Versa
  
  TREK and Sensititre experience is highly desirable.
• Experience with molecular microbiology (e.g., RT-PCR) is a plus.
• Ability to travel up to 25%.

Benefits

We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We…