Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $30 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer.
Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them.
Our global team of more than 80,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services and Patheon.
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We are currently recruiting for a
Senior) Product Support Engineer (m / f / d)
Location : Karlsruhe
As part of the Global Technical Customer Support Team for the Material Characterization Business, you will be essential in driving Customer Support Excellence
to delight our Customers globally with your technical expertise in Rheometers and Viscometers besides other products of our portfolio.
Key Responsibilities :
Support Customers, Field Service Engineers and Service Partners in after sales-related activities, from troubleshooting technical issues, handling spare parts / repair requests to general inquiries on application and software
Coordinate efforts cross-functionally to resolve complex product quality / application challenges in the field by partnering with R&D, Operations, Product and Application Management
Train Field Service Engineers and third-party Service Partners on maintenance, trouble-shooting and Technical Support Processes
Incorporate feedback from customers and field service engineers into New Product Implementations (NPI) and ensure robust product launches and Service readiness
Continuously improve tools & systems to enable fast response times to customers w / first-time-right quality attitude including tracking of metrics to understand process performance & quality of support provided
Your Skills and Experiences :
Masters or bachelor’s degree in engineering, Process Technology or related field
Several years of professional experience in a technical support role or manufacturing engineering, preferably with focus on Pharmaceutical Industry (cGMP), experience as Service Technician in the field considered a plus
Strong organizational skills with the ability to handle multiple challenges under time pressure while remaining emotionally resilient
High degree of self-awareness with excellent communication skills both verbally and in writing to provide clarity both internally and to customers
Strong affinity to technical contexts, combined with excellent critical thinking and problem-solving capabilities
Data and process-driven team player with a very structured working style and attention to detail to address challenges at the root cause and generate value for customers
Excellent Microsoft Office skills, especially in Excel and PowerPoint, experience in SFDC or any other CRM for Support Organizations (Case Handling System)
Very good command of German and English, Spanish a plus
What we Offer :
Employment with an innovative, future-oriented organisation
Outstanding career and development prospects
Company pension scheme and other fringe benefits
Exciting company culture which stands for integrity, intensity, involvement and innovation
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, disability or any other legally protected Status.