Thermo Fisher Scientific Product Support Specialist - Remote, NY or CA in Pleasanton, California

Job Description

When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals.

Location/Division Specific Information

Ideal candidate will live close to Thermo Fisher Scientific sites in:

US - Grand Island, NY

US - Pleasanton, CA

US - South San Francisco, CA

How will you make an impact?

We are looking for an individual who will be focused on the workflows between our customers, our specialized oligos teams, Commercial Teams, Product Management, and Manufacturing. It is essential that they be detail oriented as we are working on oligo order requests which are not only custom, but may also be proprietary, complex, high dollar, and have significant manufacturing lead times; the impact of mistakes to the customer and the business may be significant.

What will you do?

  • Be a liaison between Customers, Sales, Technical Support, Product Management, and Manufacturing for Specialty Oligos and Open Array product lines.

  • Coordinate work with the Genomics Orders, TaqMan Group, QC, Manufacturing, Specialty Oligos, and Quant Studio Front Desk teams to coordinate and respond to customer and Sales requests.

  • Key customer account facilitation and management.

  • Optimize custom files and layout options; communicate potential changes to Sales and customers.

  • Schedule and coordinate order placement and scheduling of standing orders.

  • Own and drive end to end complex order and issue resolution.

  • Work with Planning, Product Management, Manufacturing, and Distribution for order status.

  • Facilitate Sales self-service using the Open Orders website.

  • Follow and take action on Open orders and coordinate management.

  • Function as a Subject Matter Expert for OpenArray product lines.

  • Identify and implement process improvements. Standardize processes using PPI and eliminate non-value added activities which are required to improve overall group efficiency and maximize resource utilization.

  • CAS support – customer contact and root cause analysis as well as creation and implementation of corrective actions.

  • Support Project initiatives for both Customer Care as well as our oligos business partners.

  • Communicate order status changes and delay notifications to customers and key Sales representatives.

  • Maintain metrics to assist in driving team success.

Our ideal candidate would have some understanding of these oligos product lines; have some experience with the Thermofisher.com web ordering and design tools; have understanding of our E1 and SAP ERP's; as well as have the demonstrated the ability to build superlative positive relationships within departments; and provide Best In Class experiences for our oligos customers. We are looking for a professional who is flexible and can help coordinate customer inquiries as well as use our systems and other workflow tools for order placement, format and file optimization, customs order posting, and communicating information between multiple specialty oligos focused departments and the Genomic Orders department.

How will you get here?

Education

Associate’s Degree in science field required

Bachelor's Degree in science field preferred.

Experience

  • Experience working remotely

  • Experience working with Open Array product lines

Knowledge, Skills, Abilities

  • Excellent written communication

  • Advanced troubleshooting

  • Be able to pull information from different sources and tools to find solutions.

  • Work independently

  • Ability to manage projects and long term initiatives

  • Ability to multi task but focus on detail oriented work

  • Remote collaboration

  • Provide Customer focused solutions

  • Ability to guide/suggest/explain technical requirements and recommendations

  • Able to communicate complex processes and ideas using simple non-technical language and concepts

  • Identify innovation and improvement opportunities, design solutions, collaborate, and implement those initiatives.

At Thermo Fisher Scientific, each one of our 70,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.

If you are an individual with a disability who requires reasonable accommodation to complete any part of our application process, click here at https://jobs.thermofisher.com/page/show/eeo-affirmative-action-statement#accessibility for further assistance.

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.