Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

When you join us at Thermo Fisher Scientific, you’ll be part of an inquisitive team that shares your passion for exploration and discovery. With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and chances to create significant contributions to the world.

Location: Basingstoke – Hybrid

How will you make an impact?

Working within Thermo Fisher Scientific’s Specialty Diagnostic Group, within the Microbiology Division (MBD), our customers worldwide trust our microbiology solutions for the diagnosis of infectious disease and detection of bacterial contamination in industrial applications. We serve public health, clinical laboratories, food companies, environmental screening and pharmaceutical laboratories with a portfolio of products that include culture media, antimicrobial susceptibility testing solutions and market-leading molecular solutions for food safety testing.

What will you do?

• Provide technical advice to customers, selling sites, channel partners, account managers and other technical support teams globally.
• Manage technical customer complaints according to current SOP.
• Prepare customer facing reports detailing the outcome of technical complaint investigations, within agreed timescales.
• Carry out customer visits to resolve product and technical issues as required.
• Provide technical and service support for our instrumentation ranges in collaboration with the instrument services team, field application specialists and service providers.
• Provide support to other members of the European Technical Services team through specialist knowledge of locally manufactured products, processes and functions.
• Log all technical enquiries in SAP using the Sales Activity module.
• Use exceptional customer facing skills to provide a positive customer experience in all MBD Technical Support transactions.
• Support vigilance procedure; ensure that complaint processes are followed correctly, collect specific vigilance information and take part in pre-CAT/CAT meetings as required.
• Continuously develop knowledge and skills needed in the role both using internally supplied training and via external meetings and conferences.
• Act as customer advocate to other functions.
• Participate in continuous improvement of our technical support offering, in-line with customer needs.

Minimum qualifications:

• Graduate or equivalent in Microbiology, Biomedical or Biological Science.
• Relevant laboratory experience.
• English: fluent, professional standard
• A second European language - preferably: German, French, Italian or Spanish
• The ability to solve problems and offer effective solutions.
• Must possess good organizational skills.
• Work collaboratively within a team environment.

Preferred qualifications:

• Good understanding of the Microbiology Division product range.
• Experienced SAP user.