Product Support Engineer Job in Silicon Valley/San Jose 94538, California Us

Position Summary: 

 

The Product Support Engineer will provide support for Thermo Fisher Scientific’s LC/MS instrument platform serving the clinical market.  As part of our US and Canadian product support and marketing team, this person will actively work with our development teams by providing background knowledge and technical expertise to various field service organizations globally.

 

This person will be in constant contact with the Service Product Specialist in the factories for the related product (s).  This person will act as the contact between the Factory, the US support organization and the European Field organization for all Service related activities such as Service Bulletins, Technical Notes, Security/Safety alerts, Quality Feedback, and New Product releases, etc.)

 

Major Responsibilities: 

 

·         Participate in the system development by defining and proofing future software, hardware, and feature deliverables

·         Participate in creating technical documentation and instructions, developing training programs, and be a trainer for technical trainings

·         Provide system technical support expertise to the US and Canadian sales and service organizations, and provide advanced technical support for the Fremont Support Organization

·         Provide US and Canadian technical support and resolve field service technical problems, by phone, email, and on-site

·         Assist Sales Representatives in the sales process (Example: customer product evaluations)

·         Train and mentor existing and new Field Engineers and other support staff

·         Responsible for all high level escalations for the related product line. 

·         Will be in constant contact with the Engineers in the related Business and will assist, coach, and help them in improving technical knowledge and skills.  Responsible for the technical information flow between the Factory, the US support organization, and the European Field Service Organizations.

·         Maintain a professional relationship with the Support and Service organizations to achieve customer loyalty and escalate issues if necessary to solve critical tasks in a timely manner. 

·         Willingness to abide by Thermo Fisher Scientific’s ethical business conduct guidelines.

·         Provide support, service documentation, service trainings, and remote diagnostic tool data collection during alpha and beta trials.

Minimum Requirements/Qualifications: 

·         BA or BS in Electronics/Chemistry/Engineering or related fields

·         Knowledge in LC and MS hardware and software, preferably experience of MS and/or LC engineering

·         Minimum 2-5 years experience servicing or supporting analytical equipment or equivalent applications specialist experience

·         Must be able to frequently interface with outside customers, distributors, and the Thermo Fisher Scientific support and service force (interactions will include written and oral communication with scientific professionals and phone and email communication with prospective and current customers)

·         Must be proactive, enthusiastic, energetic, and have a positive attitude

·         Must be willing to travel internationally (sometimes on short notice)

·         Strong problem solving skills

·         Must possess good organizational skills and be able to multi-task resetting priorities as needed

·         Must possess excellent verbal and written communication skills

·         Must be proficient with MS office.