Analytics Support Jobs

1 job found

29d ago

Technical Support Scientist

Thermo Fisher Scientific Charlotte, NC 🇺🇸 Remote

Charlotte, NC

29d ago

$59k - $85k/yr Full time Analytics Application Support Business Analytics

Apply Now

Job Description

This remote based Technical Support Scientist role supports Thermo Fisher Scientific service operations in North America from a North Carolina base, coordinating with field application scientists, customers, and internal teams to deliver timely, high-quality support. The role includes travel about 10 percent within North America.

Responsibilities

Collaborate with the field application scientist to deliver advanced customer applications support to business development managers and customers, including Olink kit and core labs; provide technical assistance, troubleshoot issues related to user skill, instrument operation, and data analysis to maximize customer satisfaction.
Actively coordinate with multiple company departments to resolve queries and issues from Olink customers.
Ensure customers receive the best possible support and service via telephone conferences and email.
Communicate courteously with customers by telephone, email, and written correspondence, while maintaining accurate records of discussions and interactions.
Provide high quality internal support for analysis service teams.
Manage the Olink support mailbox and ensure timely responses.
Suggest improvements to products and internal processes based on customer feedback.
Handle customer complaints and provide appropriate solutions and alternatives in a timely manner.
Update external cases and solutions in SFDC (Salesforce).
Travel approximately 10% within North America, with 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 are a plus.
Experience in customer relationship management, preferably in a technical environment.
Hands-on experience with laboratory instruments such as pipetting robots, automated workflow systems, and PCR instruments.
Strong proficiency in CRM and ERP systems.
Participation in process improvement initiatives and documentation.
Understanding of quality management systems and compliance requirements.
Demonstrated ability in data analysis and report generation.
Strong knowledge in proteomics and biomarker discovery.
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 and the ability to manage multiple priorities.
Strong problem-solving capabilities and the 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; proficiency in an additional language is a plus.

Technologies

SFDC (Salesforce)
CRM systems
ERP systems
Microsoft Office suite (Excel, PowerPoint, Word)
Power BI
Olink technology
Olink kit

Benefits

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
Retirement 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

Location

Remote work is available in North Carolina with additional remote coverage for the Midwest, South, and Northeast United States.

Environment

Laboratory setting and office environment.

Other

Must be legally authorized to work in the United States without sponsorship now or in the future.
Must be able to pass a comprehensive background check and drug screen.

View full job page →

Get Job Alerts

New jobs delivered to your inbox.