Service Support Specialist I

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

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.

The Service Support Specialist I provides high-quality technical support to current and prospective customers in a timely and professional manner. This role is responsible for supporting case resolution, troubleshooting technical issues, and collaborating cross-functionally to ensure high levels of customer satisfaction.

As part of the Technical Services team at Thermo Fisher Scientific, you will play a critical, customer-facing role by diagnosing and resolving technical issues, supporting continuous improvement initiatives, and partnering closely with Logistics, Field Service, Field Applications, Quality, Marketing, and Sales teams. Your contributions directly support our mission to enable our customers to make the world healthier, cleaner, and safer.

Location

Canada

Work Schedule

• Standard business hours (Monday–Friday)
• Occasional after-hours and weekend support required

Work Environment

• Remote

Key Responsibilities

• Provide responsive support via hotline/email/remote tools for routine to moderately complex issues, following SOPs and documented troubleshooting.
• Diagnose and resolve common hardware/software/system operation issues; escalate advanced/network/LIS/LIMS or recurring systemic issues.
• Own cases end-to-end with support from leads/SMEs as needed, meeting SLAs.
• Document cases accurately; ensure high-quality case notes and proper complaint identification/routing.
• Perform RCA for straightforward complaints, partnering with Level 2/QA on complex investigations.
• Participate in customer calls when needed, typically with a lead/Level 2 on escalations.
• Maintain product knowledge on core platforms; demonstrate progression by completing training, shadowing, and knowledge checks.
• Support PPI by identifying trends, proposing KB updates, and suggesting process improvements (not necessarily leading projects).
• Provide on-call/after-hours support after onboarding/certification milestones.

Other Job Requirements

• Demonstrated ability to build strong customer relationships and conduct effective technical discussions.
• Ability to troubleshoot and resolve technical issues via phone, email, and virtual support tools.
• Strong collaboration skills with the ability to work effectively in cross-functional team environments.

Minimum Qualifications

• Bachelor’s degree (BS or BA) in a biological science with relevant technical support experience, or an equivalent combination of education and experience.
• 0–2 years relevant laboratory experience; Medical Technologist background preferred.
• Immunoassay experience preferred.
• Proficiency with Microsoft Office applications (Excel, Word, Outlook).
• Ability to work independently with minimal supervision.
• Strong problem-solving, organizational, and time-management skills.
• Proficiency in French (written and verbal) required for Canada-based positions.
• Ability to travel as needed to maintain field knowledge.
• Demonstrated ability to learn and apply troubleshooting processes
• Demonstrated ability to learn tools/workflows; strong customer communication fundamentals

Proficiencies & Competencies

• Customer Focus and Ownership
• Technical Expertise
• Cross-Functional Collaboration
• Clear Communication and Documentation Accuracy
• Continuous Improvement Mindset
• Ability to work effectively in a regulated environment
• Familiarity with LAN configurations and LIS connectivity (preferred)
• Experience interfacing with Laboratory Information Management Systems (LIMS) (preferred)
• Learning agility, coachability, process adherence, solid customer communication, accurate documentation, baseline technical troubleshooting.

La maîtrise de la langue anglaise est requise pour garantir une communication et une collaboration efficaces avec les membres de l'équipe et les dirigeants d'entreprise dans divers endroits à travers le monde, y compris aux États-Unis.

English language proficiency is required to ensure effective communication and collaboration with team members and business leaders in various locations globally, including the United States.