Product Support Specialist II – HistoTrac job vacancy in Thermo Fisher Scientific (New Jersey)

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Company name : Thermo Fisher Scientific
Location : New Jersey
Position : Product Support Specialist II – HistoTrac

Description :
At Thermo Fisher Scientific, our work has a purpose. Our work requires passion and builds relevant outcomes. Our work matters. We’re sharing our expertise and technological advancements with customers whether they’re discovering a cure for cancer, protecting the environment or making sure our food is safe. Our people share a common set of values – Integrity, Intensity, Innovation and Involvement. We work together to accelerate research, solve sophisticated analytical challenges, improve patient diagnostics, drive innovation and increase laboratory efficiency.

Position Summary:
Seeking an Energetic and motivated individual that will assist with all activities as they relate to customer success. Idea candidates will be able to maintain strong customer relationships and ensure high levels of customer satisfaction through engaging with the customer, providing first tier customer support and training. The Product Support Specialist I will work closely with the customers and Customer Success Specialists to ensure that the customer has access to tools and resources necessary for successful use of HistoTrac products.

Location: Remote USA

Responsibilities:

Build strong relationships with customers and maintain a positive, customer centric attitude while providing proactive assistance that promotes successful use of HistoTrac products.
Act as a liaison between internal and external (customer) teams to advocate for customer’s needs.
Become an expert on the use and benefits of HistoTrac and other Thermo Fisher Scientific products. Work with customers to ensure they are using product(s) effectively.
Work closely with the Customer Success and Product Support teams to ensure an exceptional customer experience.
Capture customer feedback and document requests/ improvements.
Process Customer Inquiries (both domestic and international)
Efficiently manage time and priorities/ workload in such a manner that promotes customer satisfaction.
Contribute to developing best practices, internal policies and workflow processes to continually improve the Customer Success department.
Drive upgrade revenue through increased product adoption and increased usage of SLI products.
Develop a basic understanding of reagent vendor software, engage in dialogue with Reagent Vendors as necessary to improve SLI products.
Participate and/ or lead customer training in efficient use of SLI products.
Technical and procedural documentation writing for both internal and external customer documentation.
Ability to learn and understand the ‘bigger picture’ as it pertains to SLI products and how they interact within a customer’s environment.
Assist in troubleshooting alone or with a customer’s cross functional team on various topics such as but not limited to; print server/ printer issues, permissions issues, Citrix issues, HistoTrac error messages, etc.
Other duties as assigned.

Requirements:

Bachelor’s degree in the Biological sciences or equivalent.
2+ year experience in a Transplant Immunology laboratory.
Must possess a proven understanding of the HLA Lab; prior extensive experience with HistoTrac software is strongly preferred.
Confident and self-motivated, a team player.
Must possess strong skills in both written and verbal communications.
Excellent presentation skills, able to convey information effectively over the phone/ conference calls.
Demonstrated ability and desire to work in a varied, multi-project work environment.
Multi-tasking and project management aptitude.
Basic understanding of SQL, SQL database and database structure with a desire to learn more is preferred.
Well organized, and able to prioritize assigned tasks.
Proficient with Microsoft Office.
Travel approximately 1-5 times per year as deemed necessary for SLI business.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

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