The job :
As a Product Support Specialist (LIS Integration) for our Specialty Diagnostics Business, you will facilitate the integration of our Clinical Analyzers into the customer environment, including remote connectivity and interface with the customer's Laboratory Information System (LIS).
This is an exciting time to join the team as you will be closely involved in the launch of our newest Clinical Analyzer.
As Product Specialist, you will have a central role in getting newly purchased Clinical Analyzers up and running on customer sites across Europe.
Customers include large hospitals and healthcare clinics and you will work closely with their own on-site IT teams, as well as third party LIS suppliers to fully set up and integrate their newly purchased Clinical Analyzer.
This is a remote-based role with a high level of monthly travel required - you will split your time between working at our Vantaa, Finland site (where we manufacture our Clinical Analyzers) and travelling to customer sites across Europe to oversee product installations and integration.
When not travelling, you will be able to work from home. Due to the nature of the role and location of customers, we are open to hiring the successful candidate based anywhere in the following locations : the UK, France, Germany, Belgium, the Netherlands, Luxembourg, Norway, Sweden, Denmark or Finland.
As a Thermo Fisher employee, we offer you a fantastic range of benefits to help you achieve a great work / life balance.
We also work hard to support our colleagues' career ambitions, offering great training and development opportunities throughout your career to help you realize your best professionally and personally.
If you like the sound of that, apply now!
What will you do?
Work independently and as part of a Global Service team to provide customer support for our new Clinical Analyzer and the associated Assays and consumables
Conduct IT integration activities, to include pre-installation checks and communication / coordination with the customer.
Facilitate remote connectivity / diagnostics and interface with LIS systems
Ensure customer satisfaction and instrument uptime by providing high quality service activities by timely escalation, solving, and reporting of customer issues
Improve the functionality and system data evaluation for broader support activities via proactive remote diagnostics
Work with sales teams and drive cross-functional activities by participating in customer visits and exhibitions by providing product-specific technical support
Work with the field service / application support team to build a knowledge base by sharing best practices and experience
Represent Service team on new product development and existing product improvement initiatives
Actively use the Practical Process Improvement (PPI) business system tools to continue the ongoing development of our systems and processes and drive customer deliverables
Develop and maintain product support documentation and processes
Support and product training on customer sites
Who we are looking for : (experience, skills & abilities)
Degree in IT / Software / Computer Engineering or equivalent work experience
Experience working with LIS Systems, Clinical Diagnostics or Medical Device integration and remote connectivity (essential)
Strong troubleshooting and problem-solving skills when dealing with sophisticated electronic and mechanical instrumentation
Some experience in a customer support role within Invitro Diagnostics Industry would be ideal; able to demonstrate an understanding of working within a validation environment and working knowledge of regulatory requirements within this industry
Customer focused mindset, strong customer service skills and good communication skills
Willing to travel internationally on a regular basis
Fluent in English, other European languages an advantage
What's in it for you :
Annual Incentive Plan Bonus
Flexible benefits package : may include Life Assurance; Health Insurance; various Health Benefits, Discounts & Vouchers;
Pension Scheme; Flexi-time; Holiday Purchase Scheme & more
Excellent career progression as part of a global organization