Technical Support Scientist, Olink proteomics (Remote - Midwest, South, and Northeast US)

Work ScheduleStandard (Mon-Fri)Environmental ConditionsLaboratory Setting, OfficeAs part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.LocationRemote - Midwest, South, and Northeast USDiscover Impactful Work:Join our team as a Service Support Specialist at Thermo Fisher Scientific, where you'll contribute to delivering administrative and technical support to our service operations. You will coordinate and manage technical support across field applications scientists, customers and internal teams such as Business Development Managers/Directors, Project Coordinators, AS lab, Data Science Team, and Product Management to ensure timely support and high customer satisfaction and support process improvements and performance tracking.A Day in the Life:In collaboration with the field application scientist, provide advanced customer applications support to business development managers and customers, including Olink kit and core labs; this includes technical support, troubleshooting issues related to user technical skill, instrument operation, and data analysis to ensure highest customer satisfactionActively collaborate with different departments of the company to find the best solution to queries and issues from Olink customersEnsure that customers receive the best possible support and service via e.g. telephone conferences, and e-mailCommunicating courteously with customers by telephone, email, letter and keep accurate records of discussions and/or correspondence with customersProvide high quality internal support for analysis service teamsResponsible for Olink support mailboxMake suggestions for improvements of product and internal process based on customer feedbackHandle customer complaints, provide appropriate solutions and alternatives in a timely mannerIn charge updating all external cases and solution in SFDCTravel ~10% within North America, travel outside North America as neededKeys to Success:EducationBachelor’s degree in Molecular Biology or related field with 1+ years of experience in customer support and hands-on laboratory work; Technical or professional certifications relevant to support is a plusExperienceExperience in customer relationship management, preferably in a technical environmentStrong experience in hands on work with laboratory instruments such as pipetting robots, systems for automatization of workflow and PCR instruments, etc.Strong proficiency in CRM and ERP systemsParticipation in process improvement initiatives and documentationKnowledge, Skills, AbilitiesUnderstanding of quality management systems and compliance requirementsDemonstrated ability in data analysis and report generationExcellent knowledge in proteomics and biomarker discoveryPrevious knowledge and experience with next gene sequencing and Olink technology is a plusAbility to adapt to changing priorities and handle time-sensitive requestsStrong organizational skills with the ability to manage multiple prioritiesStrong problem-solving capabilitiesAbility to work independently and collaboratively in a structured environmentAdvanced skills in Microsoft Office suite (Excel, PowerPoint, Word) and Power BIExcellent written and verbal communication skills in English. Any additional language is a plusOtherMust be legally authorized to work in the United States without sponsorship now or in the future. Must be able to pass a comprehensive background check and drug screen. Compensation And BenefitsThe salary range estimated for this position based in Massachusetts is $59,400.00–$85,000.00.This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:A choice of national medical and dental plans, and a national vision plan, including health incentive programsEmployee assistance and family support programs, including commuter benefits and tuition reimbursementAt least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policyRetirement and savings programs, such as our competitive 401(k) U.S. retirement savings planEmployees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discountFor more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards