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Thermo Fisher Scientific Senior Technical Application Specialist - WATSON LIMS in Salt Lake City, Utah

When you join us at Thermo Fisher Scientific, you'll be part of a smart, driven team that shares your passion for exploration and discovery. With revenues of more than $24 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.

Location/Division

Digital Science delivers market-leading laboratory and data management solutions. These solutions help customers advance science, become more efficient, and improve their bottom lines. Our offerings shape the lab of the future, by accelerating innovation and driving productivity. In short, it's our goal to make labs work the way laypeople think they do-- with cloud-connected, instantaneous information, available seamlessly to scientists across the lab.

Digital Science offerings either work together organically on a common platform (Platform for Science) or can be integrated to unite information created by disparate instruments and systems, so data and the labs can always be connected. Our offering includes the following capabilities:

  • Laboratory Information Management System

  • Electronic Laboratory Notebook

  • Procedural Electronic Laboratory Notebooks or Laboratory Execution Systems

  • Scientific Data Management System

How will you make an impact?

The Senior Technical Application Specialist is a member of a Customer Services Team. The role provides high quality first and second line support to customers in the context of products supplied by Digital Science. The high quality demanded by this position will be met by the analyst's ability to respond to support incidents within target times and assist in activities designed to facilitate continuous improvements to helpdesk services.

What will you do?

  • Communicate with customers in a professional and courteous manner.

  • Create and manage incidents through the incident lifecycle according to current guidelines and procedures.

  • Prioritize incidents according to current guidelines and procedures.

  • Provide technical solutions to incidents wherever possible.

  • Escalate incidents to Digital Science Development when required.

  • Respond to incidents according to standard service levels.

  • Work closely with other Digital Science departments to resolve issues when required.

  • Expert in Watson LIMS.

  • Backup team leader in matters of dealing with customer complaints and issues.

  • Offer direction and skill training to other Support Analysts on the team.

  • Be self-motivated and make best use of available time.

  • Supplement training activities.

  • Provide expertise in the installation of customer product updates.

How will you get here?

Education

  • Minimum required education: Bachelor's degree in a Life Sciences concentration

Experience

  • 5+ years' experience in Watson LIMS

  • Project management experience a plus.

  • Experience of helpdesk preferred

  • Ability to travel up to 25% of the time to provide training for current customers

Knowledge, Skills, Abilities

  • Strong customer orientation.

  • Strong Interpersonal skills.

  • Excellent verbal and written communication skills essential.

  • Ability to liaise with people at all levels, from technical experts to novice users.

  • Organized with ability to prioritize workload and work under pressure.

  • Tenacious problem solver.

  • Excellent analytical and diagnostic skills.

At Thermo Fisher Scientific, each one of our 70,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission-enabling our customers to make the world healthier, cleaner and safer.

Apply today! http://jobs.thermofisher.com

Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.

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