Technical Support Scientist

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.