Job Description

Company Information

About Thermo Fisher Scientific

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with revenues of more than $20 billion and approximately 65,000 employees globally. Our mission is to enable our customers to make the world healthier, cleaner and safer. We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics, deliver medicines to market and increase laboratory productivity. Through our premier brands – Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific and Unity Lab Services – we offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive services.

For more information, please visit www.thermofisher.com .

Job Description

Job Title: Sr. Technical Support Specialist

Reports To: Manager, Product Release

Group/Division: AIG/CMD

Career Band: 7

Job Track: Professional

Position Location: Burlington/Remote

Number of Direct Reports: N/A

Day/Shift (if applicable): N/A

Relocation (if applicable): N/A

Position Summary:

In Lab Automation, we are responsible for developing and delivering training for our hardware and software products, both internally and externally.

Key Responsibilities:

Train lab software in Customers' environments. Deliver end-user training, through our modules and implement guidance through evaluation after each module.

Develop and maintain user training material for trainer-delivered hardware and software products.

Establish relationships with Project Managers to prioritize, develop and maintain training delivery schedule.

Develop high quality, effective customer self-training resources for hardware and software products.

Gather appropriate content for user documentation through interviews and interaction with other project team members and domain experts.

Update existing documentation when needed for corrections, changes in company information, regulatory requirements, obsolescence, etc.

Content development for online training (eLearning).

Complete user materials in compliance with Thermo Fisher Scientific branding and design guidelines.

Propose process improvements for developing, releasing and delivering user product training materials.

Effectively commercialize the Production portfolio and services, working closely with and providing support to the Commercial organization. Develop and implement effective training, promotional and collateral, which drives execution of the portfolio and commercial strategies and achieves AOP sales plans.

Perform other duties as required within authorized compliance.

The ability to adjust to different training delivery times as per time zone.

Decision Making Authority

Create and maintain training-related documents in accordance with the product development process and department procedures.

Assess the readiness for release of training material.

Propose product, procedure, and process improvements to departmental management.

Specific Scope Data

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

Minimum Education and Experience Requirements

Education: Diploma or Bachelor’s degree in a Science or Engineering field

3 years of proven experience within a science environment

Minimum Requirements/Qualifications:

Requirements:

Excellent written and verbal communication skills, including presentation skills. Demonstrated ability to communicate clearly, succinctly, and effectively in person, over the phone, and in writing.

Ability to travel frequently up to 40% of the time in Canada, US, Europe and Asia.

Ability to breakdown a large task/concept into smaller tasks/ideas.

Highly proficient with MS Word and PowerPoint.

Intermediate-level MS Windows knowledge.

Basic MS Excel knowledge.

Good digital literacy and ability to learn appropriate software.

Ability to work collaboratively in a project team environment.

Ability to quickly learn and operate scientific instrumentation.

Demonstrate Thermo Fisher Scientific values – Integrity, Intensity, Innovation and Involvement.

Project Management planning and knowledge.

Desired Capabilities:

Robotics or automation knowledge.

Interest in or knowledge of scientific concepts, subjects, or instrumentation.

Ability to communicate verbally and in writing, using in English.

Interaction with Other Employees (level of contact, purpose and frequency)

This position requires extensive contact with outside customers. Internal contacts are required both within and between departments including marketing, applications, technical publications, operations, customer support and service. Interpersonal skills must be sufficient to potentially negotiate problem resolution throughout the site and under the direction of a manager or lead, externally with customers. Communication skills must be sufficient to compose training material, deliver high quality training and communicate status information optimally to team members, project managers, and departmental managers.

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, protected veteran status, disability or any other legally protected status.