What will you do?

• Provide technical support for Thermo Fisher Scientific qPCR and/or genetic analysis product lines and instruments by answering customer technical inquiries. Inquiries may be received via telephone, email or web chat.
• Provide customer support on technical issues by utilizing all available resources, and escalate issues or problems when warranted
• Participate in frequent training on products and continuing education on new applications and technologies to remain at the cutting edge of scientific knowledge
• Accurately record pertinent information from customer contacts in Customer Relationship Management system
• Summarize trends and technology as technical tips, FAQ’s and troubleshooting guides
• Recommend changes to knowledge databases, website, and other company-managed databases of technical information
• Present technical updates to colleagues and contribute to department meetings.
• Minimal travel may be required for the position

Education

• MSc/PhD. in Life Sciences, Biochemistry, Molecular Biology, or similar

Experience

• Hands-on experience with quantitative/real-time PCR techniques, including sample preparation, data acquisition, and analysis is required.
• Requires in depth knowledge of real-time instruments, software, kits and services.
• Digital PCR experience is a plus
• Ability to partner effectively as part of a team to solve problems, negotiate solutions and arrive at a consensus.
• Prior experience in customer service is a plus.
• Must be fluent in both written and spoken English and Polish

Knowledge, Skills, Abilities

• Proven ability to quickly learn large amounts of new, complex technical information
• Demonstrated ability to effectively communicate, both orally and in writing, to customers and colleagues
• Ability to manage multiple priorities
• Problem-solving ability
• Computer literacy, including spreadsheet, database, word processing and Internet applications
• A minimum two-year commitment to Technical Support is requested due to the extensive up-front training needed to fully support our expansive product line