Service Support Specialist

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)

Job Description

Are you ready to advance your technical support career? Thermo Fisher Scientific is seeking a Technical Service Support Specialist to provide expert-level support for advanced laboratory automation and robotic platforms. This role provides advanced tier 3 technical support for customer systems through structured troubleshooting, remote diagnostics, and on-site investigations. You will work closely with Field Service Engineers, product specialists, and engineering teams to resolve hardware, software, and system integration issues.

You will act as a technical subject matter expert, working cross-functionally with R&D, Product Engineering, Quality, and Field Service to resolve systemic issues, influence product improvements, and strengthen service capability across internal and partner organizations.

This role requires a high degree of independent work and self-direction, as the primary engineering and support teams are in Finland. The ability to operate effectively across time zones, manage priorities autonomously, and collaborate remotely with global teams is essential.

This remote-based position involves frequent travel (up to 70%) to customer sites nationwide, with a preference for candidates based in the Northeast United States.

Key responsibilities:

• Provide Tier 3 / escalation-level technical support for complex laboratory automation and robotic systems.
• Operate independently in customer-facing and technical decision-making scenarios while coordinating remotely with global engineering and support teams.
• Lead system-level root-cause investigations spanning robotics, electromechanical hardware, control software, firmware, and networking.
• Support high-impact customer escalations requiring advanced diagnostics and on-site technical leadership.
• Act as a technical liaison between Field Service, R&D, and Product Engineering.
• Drive the development of technical documentation, service standards, and troubleshooting methodologies.
• Design and deliver advanced technical training for internal teams and external partner service organizations.
• Mentor junior technical support and field service engineers.
• Contribute to product improvement initiatives through structured feedback, failure analysis, and design input.
• Ensure compliance with quality systems, validation requirements, and regulatory standards.

Qualifications:

• Bachelor’s Degree with 5-8+ years of experience in technical service field support or similar relevant related environment
• Proven ability to operate autonomously as a technical authority while collaborating effectively with globally distributed engineering and support teams.
• Deep expertise in robotic systems, motion control, sensors, and system integration.
• Strong experience troubleshooting software-controlled automation systems, including logs, diagnostics, and system performance analysis.
• Proven ability to lead technical escalations and operate independently in customer environments.
• Demonstrated experience authoring high-quality technical documentation and delivering formal technical training.
• Experience supporting partner service organizations or global service models
• Willingness to travel within the U.S. up to 70% of the time.
• Must be legally authorized to work in the United States without sponsorship.
• Must be able to pass a comprehensive background check, which includes a drug screening.           

Compensation and Benefits

The salary range estimated for this position based in New York is $68,200.00–$102,250.00.

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs

• Employee assistance and family support programs, including commuter benefits and tuition reimbursement

• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy

• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan

• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards