Technical Application Scientist

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Technical Application Scientist II – FlowCytometry/ImmunoAssays – Italian and English speaker

Milan - Office Based Role – Permanent contract

We are looking for a Technical Support Scientist with a background in FlowCytometry and ImmunoAssays to join either our Milan, Glasgow or Madrid Technical support team, to provide advice and help to ThermoFisher Scientific customers in the EMEA territory, and internal support to sales colleagues and other teams across the ThemoFisher organisation.

Candidates will have hands-on experience with Flow Cytometry, ELISA, and Luminex techniques and excellent customer support skills. This role will specialise in supporting customers remotely with our products (lab consumables and instruments) related to these techniques.

The ideal candidate will have an MSc, Ph.D., or equivalent research experience. They must also be fluent in Italian (minimum C1 level) and English. They must have a proven track record of learning large amounts of new and complex technical information and excellent communication skills.

Given the customer-facing nature of this position, previous customer service experience is desirable but not essential. We encourage friendly individuals with people-oriented skills. Customer satisfaction is a must. Essential Functions Provide technical support for ThermoFisher Scientific products and services by answering customer technical inquiries in English and Italian. Inquiries are received via email, telephone, or chat.

• Provides complete customer support on technical issues by utilising all available resources. Raises issues or problems when warranted.
• Records and handles customer complaints on technical and quality issues. Troubleshoots, provides advice or solutions to problems, and arranges credits or replacement products as required.
• Tracks product-related issues and raises issues when needed. Works with CRM (Customer Relationship Management) system to build a strong customer database and assist our Sales partners by identifying, recording and calling out opportunities to generate revenue.
• Develop technological and product expertise within one or more key business areas while staying up to date in all of the company’s business areas.
• Contributes to departmental and team meetings. Performs duties independently with only limited direction given. Job encounters recurring work situations with occasional variations from the norm, involving a moderate to high degree of complexity.
• Participates in team tasks, including, but not limited to, complaint analysis, customer surveys, Voice of Customer reports etc.
• Flexibility is required for other related duties as required and/or assigned.
  
  

Technical Support is a place where diversity and inclusion are valued. It contributes to a great team spirit and teamwork, which is the key to our success in delivering great customer experience.