Senior Technical Support Specialist

3 weeks ago

Burlington, Canada Thermo Fisher Scientific Inc. Full time
Work Schedule Standard (Mon-Fri) Environmental Conditions Office Job Description

Join Thermo Fisher Scientific Inc. as a Sr Technical Support Specialist and play a pivotal role in Lab Automation. This outstanding opportunity allows you to develop and deliver brand new training for our technology, both internally and externally, ensuring flawless implementation and success.

Key Responsibilities:

Train lab software in customers' environments and deliver end-user training through our modules. Develop and maintain high-quality user training material for hardware and software products. Establish key relationships with Project Managers to prioritize, coordinate, and deliver timely training. Develop impactful customer self-training resources for the Lab Automation Product Line. Capture content for documentation through collaboration with project team members and SMEs. Schedule training for internal Service & Sales staff to ensure their success. Update existing documentation for accuracy and compliance with regulatory requirements. Develop online training content (eLearning) that adheres to Thermo Fisher Scientific branding guidelines. Propose process improvements for developing, releasing, and delivering user product training materials. Collaborate with the Commercial organization to commercialize the Production portfolio and services, driving execution of commercial strategies and achieving sales plans. Adapt to different training delivery times to accommodate various time zones.

Decision Making Authority

Build and maintain training-related documents in line with product development processes and department procedures. Assess the readiness for the release of training material. Propose product, procedure, and process improvements to departmental management.

Specific Scope Data

No input to revenue targets, departmental budgets, or supervisory span.

Education and Experience Requirements

Equivalent experience in a Science or Engineering field will also be considered in lieu of a Bachelor’s degree. A minimum of 3 years of proven expertise within a science environment.

Requirements/Qualifications:

Excellent written and verbal communication skills, including presentation abilities. Proven ability to communicate clearly, succinctly, and effectively across various mediums. Ability to travel up to 40% of the time across Canada, US, Europe, and Asia. Proficiency with MS Word and PowerPoint; intermediate knowledge of MS Windows and basic MS Excel. Capability to learn and operate scientific instrumentation. Ability to work independently and manage large tasks. Demonstrate Thermo Fisher Scientific Core Values - Integrity, Intensity, Innovation, and Involvement. Project Management planning and knowledge.

Desired Capabilities:

Knowledge in robotics or automation is preferred. Curiosity about or knowledge of scientific concepts and instrumentation. Strong interpersonal skills for composing training material, delivering high-quality training, and effectively communicating with team members, project managers, and departmental managers. Ability to engage extensively with external customers and internal contacts across departments to support problem resolution and achieve training goals.

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