Technical Service IT Engineer(J2) - Madrid, España - Thermo Fisher Scientific

Thermo Fisher Scientific
Thermo Fisher Scientific
Empresa verificada
Madrid, España

hace 1 mes

Isabel García

Publicado por:

Isabel García

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Descripción

The Technical Service Engineer is responsible for providing pre-and post-sales support for Life Science Solutions (Life Science products) IT & hardware products, with a focus on addressing IT technical issues relating to next-generation sequencing platforms.


Location/Division Specific Information:


This position will be based in Madrid, Spain

What will you do? (Responsibilities)

  • Provides complete customer support on technical issues by utilizing all available resources. Escalates issues or problems when warranted.
  • Triages, qualifies, troubleshoots, provides advice or solutions to problems as required. Participates in analyzing complaint information to assist in complaint trending, and identification of potential quality issues. Work closely with development teams to identify and resolve any technical problems that might arise during the development of software.
  • Responsible for achieving instruments uptime goals (MTTR, Remote Resolution, CAS & Field productivity savings)
  • Demonstrates proficiency in using all required computer systems and databases.
  • Works with CRM (Customer Relationship Management) system to build a strong customer database and assist our Sales partners by identifying, recording and escalating opportunities to generate revenue.
  • Records and manages customer complaints on technical and quality issues.
  • Participate in training, both new product and continuing education to remain at the edge of scientific knowledge.
  • Responsible for advocating technical update information from Service Development and Product Management to the European Specialist Network (and TSE community if appropriate)
  • Build strong/ongoing working relationships with SDMs and Territories' Specialists working on same product/product line
  • Contributes to departmental and team meetings.
  • Position determines own practices and procedures and contributes to the development of new concepts.
  • Completes required administration duties and is knowledgeable of TSE admin duties (RSD, labor hours entry and expense reporting, etc )
  • Performs duties independently with only limited direction given. Job encounters recurring work situations with occasional variations from the norm, involving a moderate to high degree of complexity. Decisions are made within policy constraints. Occasionally, situations may warrant action outside of company guidelines, in which case representative is encouraged to share solution with Team Leader prior to action.
  • Participates in team tasks, including, but not limited to, complaint analysis, customer surveys, Voice of Customer reports etc.
  • May be required to perform other related duties as required and/or assigned.
  • May be required to travel occasionally to customer's sites, training center and office

How will you get here?

Job competencies:


  • Continuous improvement aptitude, and analytical approach
  • Troubleshooting and problemsolving skills
  • Effective communication and networking skills
  • Strong customer service skills

Minimum Requirements/Qualifications:


  • Minimum of Bachelor's Degree in Computer Science (or M.Sc and PhD ), Software Engineering, IT or related field, or BBA in ICT or Datanome or Vocational Qualification in Information Technology

Experience desired:


  • Background in Information Technology and/or Software Development /Testing, including knowledge of modern cloud, serviceoriented, and Amazon Web Services (AWS)
  • Experience of working in a Windows and LINUX environment is critical
  • Experience with Network TCP/IP, Firewalls, Active Directory, etc. a must.
  • Handson experience in installing and configuring computer systems, diagnosing hardware/software faults and solving technical problems
  • Knowledge of bioinformatics software, resources and algorithms is a plus
  • Familiarity with building and querying databases.
  • IT knowledge and basic system administration skills are required.
  • Proven ability to quickly learn large amounts of new, complex technical information required.
  • Demonstrated ability to effectively communicate, both orally and in writing, to customers and colleagues is required.
  • Ability to manage multiple priorities required.
  • Prior experience in customer service is preferred.
  • Strong systemlevel debugging and IT problem solving/troubleshooting skills required.
  • Familiarity with data backup solutions, data migration, disaster recovery and network security preferred.
  • Must possess strong analytical, organizational, written and oral communicative skills
  • In addition, a minimum of bilingual language skills fluent in English with Italian or Spanish is an advantage (level C1 oral & written)
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.

  • Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race,
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