The Global Technical Support Engineer TEM is member of the GTS EMEA team in Europe. This group is responsible for the 2nd line support within European region, installation assistance, handling technical escalation and the remote support.
The Global Technical Support Engineer is mainly responsible for providing technical support in order to enable quick and proper solutions to problems in the field.
In order to successfully do so, the Engineer Global Technical Support will have to develop close relations with colleagues from other GTS teams , Application team and the field service.
He / she can work independently under stress-situations (time-pressure, expectations), understands the importance of customer satisfaction, and succeeds through dedication, enthusiasm, technical capabilities and enabling a network of expert people within ThermoFisher Scientific.
Specific deliverables associated with this opportunity include :
Provide 2nd line technical support up to system level of TEM products. This means phone and email support as well as traveling to customer sites and repair down tools that are under escalation.
This also includes training the onsite engineers while doing repairs.
Provide remote support to our FSE’s as well as customers
The successful candidate will possess the following combination of education and experience :
University degree in technical direction, or a combination of education and experience that demonstrates the required skills.
Experience in high-tech industry environment in service, development or manufacturing
Experience with project management
Experience with analytical equipment (electronics, software, physics, mechanics) such as Electron Microscopes, Wafer steppers, Medical Equipment ()
Experience with demanding customers and understanding of the importance of customer relations and intimacy.
Self-starter who is also highly productive when not supervised.
Traveling (30% - 50% of working time)
Fluent in English (verbal and in writing); other language skills are an asset.
Good skills in communicating, persuading, inspiring, developing and motivating are required in order to interact with other people.
Systematic Problem solving
Planning / Prioritizing & Goal setting
Tolerance of Ambiguity
Decision making and Problem Solving
Influence & Persuasion