Thermo Fisher Scientific · 18 hours ago
Technical Product Support Specialist
Oakwood Village, OH
Full-time
Onsite
Entry, Mid LevelThermo Fisher Scientific is a leader in the scientific industry with a broad customer base. They are seeking a Technical Product Support Specialist to provide expert remote technical support for Microbiology instrumentation, focusing on blood culture and antimicrobial susceptibility testing systems while ensuring exceptional customer experience.
BiotechnologyMedical DeviceCloud ComputingEnterprise SoftwareConsultingHealthcareLife ScienceBioinformaticsCloud Data ServicesHealth CareManagement Information SystemsOffice SuppliesPrecision Medicine
Responsibilities
Provide dedicated technical support for Microbiology instrumentation, including blood culture and AST systems, via phone and email within established Service Level Agreements (SLAs)
Diagnose and resolve hardware, software, computer interface, product performance, and workflow issues through remote troubleshooting and guided repair
Accurately document customer interactions, complaints, and resolutions in ERP and quality systems, ensuring timely follow-up and case closure
Request Field Service Engineer dispatch, or returns to Instrument Service Center, when issues cannot be resolved remotely and collaborate effectively to support case resolution
Guide customers through system installations, software corrections, part replacements, and computer-related troubleshooting as appropriate
Deliver high levels of customer satisfaction by providing clear communication, technical expertise, and timely solutions
Train customers on instrument operation and laboratory workflows; develop and deliver training materials as needed
Provide customers with technical documentation, interface specifications, published literature, and repair guidance related to supported products
Collaborate with internal teams, including Field Service, Sales, Customer Service, Quality, Marketing, and Management, to improve customer experience and drive right-first-time outcomes
Support Account Managers by providing technical input, product comparisons, substitutions, and identification of potential opportunities within accounts
Stay current on product updates, new technologies, competitor offerings, and evolving microbiology trends
Participate in on-call rotation as required, including evenings, weekends, and holidays
Travel up to 25% for onsite customer support, training, validations, or professional meetings as needed
Promote the Microbiology Division at tradeshows, customer events, and professional workshops when assigned
Report actual or potential safety concerns in accordance with company procedures and support Practical Process Improvement (PPI) initiatives
Qualification
Required
Bachelor of Science degree preferred in Medical Technology, Clinical Laboratory Sciences, Microbiology, Biology, or a related field
Hands-on experience in a clinical, food safety, pharmaceutical, or microbiology laboratory environment
Strong ability to troubleshoot mechanical, software, and workflow issues remotely
Excellent verbal, written, and interpersonal communication skills, with a strong customer-focused mindset
Ability to manage multiple priorities, take initiative, problem-solve effectively, and follow issues through to resolution
Proficiency in Microsoft Office applications (Word, Outlook, Excel)
Ability to travel up to 25%
Preferred
Experience supporting customers via phone and email is preferred
Familiarity with blood culture and AST instrumentation is a strong advantage; VersaTREK and Sensititre experience is highly desirable
Experience with molecular microbiology (e.g., RT-PCR) is a plus
Benefits
Competitive remuneration
Annual incentive plan bonus
Healthcare
A range of employee benefits
Company
Thermo Fisher Scientific
Thermo Fisher Scientific is a biotechnology and laboratory equipment company that provides a wide range of scientific products and services.
Founded in 1956
10001+ employees
H1B Sponsorship
Thermo Fisher Scientific has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (272)
2024 (224)
2023 (233)
2022 (342)
2021 (315)
2020 (227)
Funding
Current Stage
Public CompanyTotal Funding
$19.77BKey Investors
National Grid
2026-02-09Post Ipo Debt· $3.8B
2025-11-24Post Ipo Debt· $2.42B
2025-09-30Post Ipo Debt· $2.5B
Leadership Team
Marc Casper
CEO
Stephen Williamson
Senior Vice President and Chief Financial Officer
Recent News
Boston Herald
2026-02-07
Company data provided by crunchbase