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

Position Summary:  Selected candidate will provide technical support for Thermo Fisher Scientifics’ LC/MS-based test methods and reagents intended for the clinical market.  Will serve as LC-MS/MS technical expert and act as a resource for the customer support and development teams. This person will work closely with US, Canadian, and International product management teams and will stay abreast of new technologies and applications and collect and recommend new requirements. Will serve as the interface between front line customer support (hotline, field support) and factory (CDD Fremont).

 

Major Responsibilities: 

 

·         Provide second-level system and application support to customers and Thermo Fisher Scientific US and Canadian sales and support organizations

·         Provide third-level support on methods and reagents (application) EU and ROW sales and field support organizations

·         Participate in system development by defining and proofing future software, hardware, and deliverables. Will develop operator documentation and on-line operator help

·         Develop and deliver training programs for customers and support teams in the US

·         Provide direct customer support during alpha and beta trials, and as needed by field support personnel, post initial market launch

·         Work closely with the LC/MS field marketing and support teams

Minimum Requirements/Qualifications: 

·         BA, BS degree or higher degree in Chemistry or a related science

·         Minimum of 3 years of practical, related work experience in LC/MS techniques and solutions and/or application development. Previous knowledge of clinical applications and clinical customer expectations is preferred

·        Familiarity with clinical utility and significance of the analytes, methods, and reagents required. Familiarity with clinical method validation (CLSI guidance documents) required

·        Hands-on knowledge in LC and MS hardware and software, preferably experience in MS and/or LC engineering, or instrument engineering in general preferred

·         In-Depth understanding of working with LC/MS and associated techniques

·         Demonstrated ability 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/email communication with prospective and current customers)

·         Must possess excellent verbal and written communication skills

·         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 be proficient with MS office.