Service Support Specialist for Laboratory Automation
Thermo Fisher Scientific · Rochester · $68,200–$102,250 (stated in the posting)
Work Schedule
Standard (Mon-Fri)Environmental Conditions
Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)Job Description
As 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.
DESCRIPTION:
Join our Laboratory Automation Technical Support team as a Service Support Specialist III. In this role, you’ll provide advanced Tier 3 technical support for our partners and customer systems through structured troubleshooting, remote diagnostics, and on-site investigations.
Working closely with our partners’ Field Service Engineers and internal teams, you’ll help ensure optimal equipment performance, deliver training, and build strong customer relationships. As a technical subject matter expert, you’ll collaborate with R&D, Product Management, Quality, and Field Service to resolve systemic issues, inform product improvements, and strengthen service capabilities across internal and partner organizations.
This role requires a high degree of independence and self-direction, as the primary engineering and support teams are based in Finland. You’ll need to work effectively across time zones, manage priorities autonomously, and collaborate remotely with global teams.
REQUIREMENTS:
- Advanced degree and at least 3 years of experience, or Bachelor's degree plus 5 years of experience in technical service, laboratory automation, or a related field
- Degree in engineering, computer science, electromechanical engineering, or a related discipline
- Experience developing technical documentation, service standards, and troubleshooting methodologies
- Technical expertise in instrument maintenance, repair, and troubleshooting
- Proficiency in conducting equipment installations, calibrations, and qualification protocols (IQ/OQ/PQ)
- Experience with laboratory automation platforms and control software systems
- Advanced knowledge of Microsoft Windows operating systems and standard office applications
- Strong problem-solving and analytical skills
- Strong customer service and communication skills
- Ability to work independently and collaboratively
- Fluency in English required; additional languages are an asset
- Valid driver's license and ability to travel up to 70% of time
- Experience with quality systems (GMP/GLP) preferred
- Ability to manage multiple priorities and maintain detailed service records
- Experience with performance tracking and reporting systems
Compensation and Benefits
The salary range estimated for this position based in New York is $68,200.00–$102,250.00.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 programs
Employee assistance and family support programs, including commuter benefits and tuition reimbursement
At 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 policy
Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount
For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards
More jobs at Thermo Fisher Scientific · Customer Support jobs in Rochester