Technical Support Scientist, Olink proteomics (Remote - Midwest, South, and Northeast US)

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Laboratory Setting, Office

About the Role

Join our team as a Service Support Specialist at Thermo Fisher Scientific, where you'll contribute to delivering administrative and technical support to our service operations.

Responsibilities

• Coordinate and manage technical support across field applications scientists, customers and internal teams such as Business Development Managers/Directors, Project Coordinators, AS lab, Data Science Team, and Product Management to ensure timely support and high customer satisfaction
• Actively collaborate with different departments of the company to find the best solution to queries and issues from Olink customers
• Ensure that customers receive the best possible support and service via e.g. telephone conferences, and e-mail
• Communicate courteously with customers by telephone, email, letter and keep accurate records of discussions and/or correspondence with customers
• Provide high quality internal support for analysis service teams
• Make suggestions for improvements of product and internal process based on customer feedback
• Handle customer complaints, provide appropriate solutions and alternatives in a timely manner
• In charge updating all external cases and solution in SFDCTravel ~10% within North America, travel outside North America as needed

Requirements

• Bachelor’s degree in Molecular Biology or related field with 1+ years of experience in customer support and hands-on laboratory work; Technical or professional certifications relevant to support is a plus
• Experience in customer relationship management, preferably in a technical environment
• Strong experience in hands on work with laboratory instruments such as pipetting robots, systems for automatization of workflow and PCR instruments, etc.
• Strong proficiency in CRM and ERP systems
• Participation in process improvement initiatives and documentation

Qualifications

• Understanding of quality management systems and compliance requirements
• Demonstrated ability in data analysis and report generation
• Excellent knowledge in proteomics and biomarker discovery
• Previous knowledge and experience with next gene sequencing and Olink technology is a plus
• Ability to adapt to changing priorities and handle time-sensitive requests
• Strong organizational skills with the ability to manage multiple priorities
• Strong problem-solving capabilities
• Advanced skills in Microsoft Office suite (Excel, PowerPoint, Word) and Power BI
• Excellent written and verbal communication skills in English. Any additional language is a plus

Skills

• Understanding of quality management systems and compliance requirements
• Demonstrated ability in data analysis and report generation
• Excellent knowledge in proteomics and biomarker discovery
• Previous knowledge and experience with next gene sequencing and Olink technology is a plus
• Ability to adapt to changing priorities and handle time-sensitive requests
• Strong organizational skills with the ability to manage multiple priorities
• Strong problem-solving capabilities
• Advanced skills in Microsoft Office suite (Excel, PowerPoint, Word) and Power BI
• Excellent written and verbal communication skills in English. Any additional language is a plus

Benefits

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
• Retail 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

Pay

The salary range estimated for this position based in Massachusetts is $59,400.00–$85,000.00.

Schedule

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.