Global Technical Support (GTS) Specialist
Thermo Fisher Scientific
Eindhoven, Netherlands
4 dagen geleden

The Global Technical Support (GTS) Specialist is a member of the Central Service team in Eindhoven. This group is responsible for worldwide 3rd line support, New Product Introduction, Installation management, and product and process improvements of TEM products.

The issues encountered at 3rd line support also form the basis for service documentation improvements and service requirements for new products.

Check out these video’s and our landing page to get more insight into what it means to work on our complex High-Tech Transmission Electron Microscopes (TEM).

These high-end tools are being produced in our cleanrooms in Eindhoven, the Netherlands.* Landing page Materials and Structural Analysis Division (formerly FEI) (http : / / jobs. / page / show / Materials-and-Structural-Analysis)* About our site in Eindhoven (https : / /

com / watch?v mHAOae3AMPc)* Corporate organization (https : / / / watch?v ABSxT6Y099I)* Inside the Titan Transmission Electron Microscope (https : / / www. / watch?v 2wEmsDh l A)* How to make a microscope (https : / / / watch?v 9W6J f4yVVg)The Global Technical Support (GTS) Specialist is mainly responsible for providing technical support in order to enable quick and proper solutions to problems in the field.

In order to successfully do so, the Engineer Global Technical Support will have to develop close relations with colleagues from Customer Service, Corporate Technology, Engineering, New Product Introduction, Manufacturing, Product Management and Application.

He / she can work independently under stress-situations (time-pressure, expectations), understands the importance of customer satisfaction, and succeeds through dedication, enthusiasm, technical capabilities and enabling a network of expert people within Thermo Fisher Scientific.

The PositionSpecific deliverables associated with this opportunity include : * Engage with service preparation including new product developments and continuous improvement projects, specifically for SW and SW applications.

  • Provide worldwide 3rd line technical support up to system-level of TEM products. This means phone and email support as well as traveling to customer sites and repair down tools that are under escalation.
  • This also includes training the onsite engineers while doing repairs.* Monitor and track the progress of agreed schedules and action items.

    Provide feedback to product quality teams based on 80-20 rule and make proposals for improvement projects* Participates in improvement projects for products and processes* Develop close relation with Engineering, Manufacturing, Corporate Technology, New Product Introduction, Product Management, and Application to properly address specific needs to get a problem solved.

    Position RequirementsThe successful candidate will possess the following combination of education and experience : * Bachelor or University degree in technical (software) direction, or a combination of education and experience that demonstrates the required skills.

  • Experience with Software Deployment & Development* Experience in high-tech industry environment in service, development or manufacturing* Experience with project management* Experience with demanding customers and understanding of the importance of customer relations and intimacy.
  • Self-starter who is also highly productive when not supervised.* Traveling (0-25% of working time)* Fluent in English (verbal and in writing);
  • other language skills are an asset.* Good skills in communicating, persuading, inspiring, developing and motivating are required in order to interact with other people.

  • Highly hands-on technical problem-solving.Competencies* Customer Focus, Relationship building.* Systematic Problem solving, getting results* Planning / Prioritizing & Goal setting* Influence & Persuasion and Decisiveness* Tolerance of Ambiguity* FlexibilityWhat We Offer You* Opportunity to join Thermo Fisher Scientific - world leader in service science, company culture which stands for integrity, involvement, intensity and innovation!* Competitive salary, plus annual incentive bonus and a company stocks program (Excellent country-specific benefits)* Excellent career progression opportunities with a large and growing global employer.
  • Collaborative work in an international environment* Strong Team Spirit and Active Career Management* Very attractive 40 (27+13) holidays a year* Flexibility to work in hybrid model (3 days from the office, 2 days from home)
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