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

A Day in the Life

In collaboration with the field application scientist, provide advanced customer applications support to business development managers and customers, including Olink kit and core labs; this includes technical support, troubleshooting issues related to user technical skill, instrument operation, and data analysis to ensure highest 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
Communicating 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
Responsible for Olink support mailbox
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 SFDCT
Travel ~10% within North America, travel outside North America as needed

Keys to Success

• Education: 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: 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
• Knowledge, Skills, Abilities: 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
  Ability to work independently and collaboratively in a structured environment
  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

Compensation and Benefits

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

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