About Thermo Fisher Scientific
Thermo Fisher Scientific (NYSE: TMO) is the global leader in serving science, with annual revenue of ~$40 billion. Our mission is to enable customers to make the world healthier, cleaner, and safer. From accelerating life sciences research and improving patient diagnostics to developing life-changing therapies, we provide innovative technologies, pharmaceutical services, and purchasing convenience. Our industry-leading brands include Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon, and PPD. Learn more at www.thermofisher.com.
About the Role
We are seeking a Remote Technical Support Specialist to provide post-sales support for laboratory equipment, ensuring customers receive timely, high-quality technical assistance. You will troubleshoot and resolve issues, create support documentation, and collaborate with sales, service, and management teams to maximize customer satisfaction. This role combines technical expertise with excellent communication and problem-solving skills.
Work Schedule: Standard Monday–Friday (EST)
Location: Remote (Home Office)
Key Responsibilities
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Provide exceptional customer service and technical support via phone and email.
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Diagnose operational problems on laboratory equipment, including CO2 and microbiological incubators, refrigerated incubators, environmental chambers, ovens, furnaces, biological safety cabinets, shakers, hotplates, mixers, and dry baths.
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Follow Thermo Fisher protocols, procedures, and quality standards.
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Create and update technical documentation, manuals, and troubleshooting guides.
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Collaborate with Product Technical Specialists and internal teams for effective issue resolution.
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Identify potential sales opportunities for extended warranty or preventive maintenance contracts.
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Monitor and report quality or compliance concerns to management.
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Participate in Practical Process Improvement (PPI) initiatives and training programs.
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Maintain up-to-date knowledge of new products, technologies, and competitor offerings.
Qualifications & Experience
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High school diploma or GED required; Associate’s degree or higher in electrical, mechanical, or refrigeration preferred.
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Minimum 3 years hands-on experience with electrical, mechanical, or refrigeration systems in manufacturing or field service environments.
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At least 1 year of customer-facing or remote customer service experience preferred.
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Strong understanding of IT fundamentals: networking, hardware, software, wireless, and TCP/IP.
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Excellent digital literacy: Word, Excel, email management, and remote troubleshooting tools.
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Proven ability to coordinate, prioritize, and resolve complex problems independently.
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Excellent oral and written communication skills.
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Self-motivated, organized, and diligent with strong interpersonal and negotiating skills.
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Valid driver’s license and safe driving record required.
Work Environment & Requirements
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Full-time remote work with reliable internet connection and home office setup.
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Standard business hours EST, with occasional overtime.
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Travel up to 10% for training or events as required.
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Adherence to Thermo Fisher safety policies and procedures.
Benefits
Thermo Fisher Scientific offers competitive pay, comprehensive benefits, and career development opportunities for employees working in a collaborative and innovative environment.
Equal Opportunity Statement
Thermo Fisher Scientific is an EEO/Affirmative Action employer. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status.