Technical Service Engineer (f/m/d)

Overview

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion.

As a Technical Service Engineer (f/m/d) – On Site Position in Glasgow, UK / Madrid, Spain – Italian / German Speaker, you will assist customers in solving their technical issues and provide support to ensure the best experience possible.

Responsibilities

• First‑line contact with customers to troubleshoot run results, instrument hardware, system software, and computer‑related problems over telephone and email, with a focus on systems used for PCR, qPCR, and Next Generation Sequencing.
• Triage function between Technical Service and Application Support by qualifying requests and addressing customers’ needs in resolving their inquiries.
• Commit to achieving specific Global Service & Support (GSS) related targets and Service Level Agreements (SLAs).
• Work closely with Support and Field Service Engineers to prioritize activities.
• Identify training and service opportunities for Commercial Sales partners.
• Drive process improvement, identify new opportunities and highlight gaps in current portfolio.
• Provide responsive telephone support and work to ensure customer success in the use of instrumentation.
• Ensure response times are met when handling customers interactions to meet contractual agreement.
• Support complex laboratory instruments utilizing troubleshooting skills, including root cause analysis.
• Represent the company in a positive, professional manner in all dealings with Thermo Fisher Scientific customers, both external and internal.

Qualifications

• Minimum of a degree in a Life Science, Engineering Discipline, or related field, or equivalent experience.
• Proficiency in both verbal and written communication in English, as well as fluency in Italian or German (additional language skills are a plus).
• Problem‑solving skills and experience.
• Understanding of NGS workflow and application.
• Knowledge in basic techniques related to Molecular Biology products with related instruments and applications background.
• Effective social skills, both orally and in writing, with customers and colleagues.
• Ability to prioritize tasks and handle time effectively.
• Strong problem‑solving abilities.

Skills and Abilities

• Strong communication, prioritization, and problem‑solving abilities.

EEO Statement

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, disability or any other legally protected status.