Technical Support Specialist, Ion Chromatography

Thermo Fisher Scientific’s North America Digital Remote Services team delivers expert remote support for advanced analytical instruments. Based onsite in North Carolina, the Technical Support Specialist III provides remote technical assistance for Ion Chromatography and related systems, partnering with customers and Field Service Engineers to troubleshoot complex hardware, software, and application issues while working across functions to enhance remote resolution and the overall customer experience.

Responsibilities

• Deliver advanced remote technical support for Ion Chromatography, Sample Preparation, Liquid Chromatography, and Discrete Industrial Analyzer product lines.
• Work with customers and Field Service Engineers to diagnose and resolve complex hardware, software, and application problems using remote diagnostic tools.
• Collaborate with Product Management, R&D, Manufacturing, Marketing, and Field Service to improve remote resolution, support new product introductions, and ensure a high level of customer satisfaction.

Requirements

• Advanced Degree with 3+ years of experience, or Bachelor’s Degree with 5+ years of experience supporting analytical instrumentation, or equivalent industry experience.
• Bachelor’s degree in Chemistry, Chemical Engineering, Engineering, Electronics, Physics, or a related scientific or technical discipline preferred.
• Hands-on experience supporting Ion Chromatography and Sample Preparation instrumentation in a technical support, field service, or laboratory environment; experience with Thermo Fisher instrumentation is preferred.
• Experience using Chromeleon Chromatography Data System for instrument control, method development, data acquisition, and troubleshooting.
• Strong analytical and troubleshooting skills across instrumentation hardware, software, and laboratory applications.
• Excellent verbal and written communication abilities with the capacity to explain complex concepts to diverse audiences.
• Proven ability to build customer confidence through active listening, clear communication, and effective remote troubleshooting.
• Strong interpersonal skills enabling effective collaboration with customers, Field Service, Product Management, R&D, Manufacturing, and other cross-functional teams.
• Experience with Windows operating systems, networking fundamentals, CRM systems, and technical documentation.
• Ability to work independently, manage multiple priorities, and maintain a strong customer focus while exercising sound judgment.
• Willingness to travel up to 15%.
• Additional experience supporting LC/HPLC, DIA, or other analytical instrumentation is an asset.

Technologies

• Chromeleon Chromatography Data System
• Ion Chromatography
• Sample Preparation
• Liquid Chromatography (LC/HPLC)
• Discrete Industrial Analyzer (DIA)
• Windows operating systems
• CRM systems

Work Schedule

Standard hours, Monday through Friday.

Environmental Conditions

Physical requirements include lifting up to 40 lbs; typical work is conducted in an office environment.