Technical Support Specialist

📍 Job Overview

• Job Title: Technical Support Specialist
• Company: Thermo Fisher Scientific
• Location: Brno, Czech Republic - Kaštanová 64/539
• Job Type: On-site
• Category: Customer Support & Service
• Date Posted: 2025-07-04
• Experience Level: Mid-level (2-5 years)

🚀 Role Summary

• 📝 Enhancement Note: This role focuses on providing high-level technical support to customers and partners, with a strong emphasis on remote troubleshooting to minimize downtime and enhance customer satisfaction. The ideal candidate will have a background in engineering or a related field, with a minimum of 2 years of experience in technical support or service-related roles.

💻 Primary Responsibilities

• 📝 Enhancement Note: The primary responsibilities of this role revolve around providing comprehensive technical assistance, collaborating with internal teams to improve service quality, and driving continuous improvement through documentation and training.

🔧 Technical Support & Troubleshooting

• Provide high-level technical support to field service engineers, partners, and end-users, focusing on remote troubleshooting to minimize customer downtime and improve efficiency.
• Maintain clear communication across supported platforms, ensuring timely case follow-ups and accurate case logging in CRM.
• Proactively handle and raise critical issues while collaborating with senior management to address customer concerns.

🤝 Cross-functional Collaboration & Communication

• Engage with peers and managers to share insights, implement communication strategies, and improve the customer experience.
• Deliver in-field support as needed and assist with technical training for both customers and internal colleagues.

📚 Documentation & Process Improvement

• Support the development of service documentation and use Practical Process Improvement (PPI) tools to drive continuous improvement.
• Contribute to the creation and maintenance of knowledge base articles and troubleshooting guides.

🎓 Skills & Qualifications

Education: A Bachelor’s Degree in Engineering (preferred: Electronic, Mechanical, or Mechatronic) or equivalent experience with proven technical capability.

Experience:

• Minimum 2 years in technical support or service-related roles.
• Familiarity with analytical spectroscopy techniques such as XRF, XRD, OES, or Automation is a plus.

Required Skills:

• Strong analytical and problem-solving skills, with the ability to work independently and cross-functionally in a team spread across different locations.
• Effective communication skills in English (verbal and written); multilingual abilities are a plus.
• Proficient in CRM, Microsoft Office, and Outlook.
• Valid driver’s license with the ability to travel up to 15%.

📊 Web Portfolio & Project Requirements (N/A)

💵 Compensation & Benefits

Salary Range: The salary range for this role is not specified in the job listing. According to industry standards and regional adjustments for the Czech Republic, the estimated salary range for a mid-level Technical Support Specialist is approximately 40,000 - 60,000 CZK (1,500 - 2,250 EUR) per month.

Benefits: The company offers a comprehensive benefits package, including health insurance, retirement plans, and employee discounts on products and services. For detailed information, please visit the company's careers page or contact the hiring manager.

Working Hours: Standard work schedule (Mon-Fri) with the possibility of on-call rotations for critical issue support.

🎯 Team & Company Context

🏢 Company Culture

Industry: Thermo Fisher Scientific operates in the chemical analysis and laboratory equipment industry, focusing on providing analytical instruments and services to various end-user markets, including safety and security, environmental, food safety, life sciences, medical, energy, and minerals and mining.

Company Size: With over 2,000 colleagues operating within a global footprint, Thermo Fisher Scientific offers a dynamic and diverse work environment for technical support professionals.

Founded: The company was founded in 1956 and has since grown into a global leader in serving the life science research, healthcare, and applied markets.

Team Structure: The technical support team consists of various levels of support specialists, field service engineers, and internal colleagues who collaborate to provide comprehensive technical assistance and drive continuous improvement in service quality.

Development Methodology: The team follows a structured approach to problem-solving, utilizing CRM systems and Practical Process Improvement (PPI) tools to ensure efficient issue resolution and service enhancement.

Company Website: Thermo Fisher Scientific

📈 Career & Growth Analysis

Web Technology Career Level: This role is a mid-level Technical Support Specialist position, focusing on providing high-level technical support and driving continuous improvement in service quality.

Reporting Structure: The Technical Support Specialist reports directly to the Technical Support Manager and collaborates with various internal teams, including field service engineers, product specialists, and other support colleagues.

Technical Impact: The role has a direct impact on customer satisfaction, service quality, and the continuous improvement of technical support processes within the organization.

Growth Opportunities:

• Career Progression: With experience and strong performance, there may be opportunities to advance to senior technical support roles or explore other career paths within the organization.
• Technical Skill Development: The role offers opportunities to develop and enhance technical skills in various analytical spectroscopy techniques and support processes.
• Leadership Potential: As the role involves collaboration with internal teams and cross-functional stakeholders, there may be opportunities to develop leadership skills and contribute to strategic decision-making processes.

🌐 Work Environment

Office Type: The work environment is primarily office-based, with the possibility of occasional on-site customer visits or in-field support.

Office Location(s): The role is based in Brno, Czech Republic, with the possibility of remote work for specific tasks or projects.

Workspace Context:

• The workspace provides a collaborative environment for technical support specialists to work together, share insights, and improve service quality.
• The workspace is equipped with necessary tools and resources, such as CRM systems, communication platforms, and troubleshooting guides, to ensure efficient issue resolution.
• The work environment encourages continuous learning and professional development, with opportunities for training and skill enhancement.

Work Schedule: Standard work schedule (Mon-Fri) with the possibility of on-call rotations for critical issue support. The role may require occasional overtime or weekend work to address customer needs or resolve critical issues.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief phone or video call to assess communication skills, technical knowledge, and cultural fit.
2. Technical Assessment: A hands-on technical assessment or case study to evaluate problem-solving skills, remote troubleshooting capabilities, and customer support experience.
3. Behavioral Interview: A structured interview focusing on past experiences, achievements, and career goals to assess cultural fit and potential for growth within the organization.
4. Final Interview: A final interview with the hiring manager or a panel of stakeholders to discuss the candidate's fit for the role and the team, as well as any remaining questions or concerns.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation:

• Familiarize yourself with Thermo Fisher Scientific's products and services, as well as common customer issues and troubleshooting procedures.
• Brush up on your problem-solving skills and be prepared to demonstrate your ability to think critically and communicate effectively in high-pressure situations.
• Research the company's values and culture to ensure a strong fit and demonstrate your enthusiasm for the role.

ATS Keywords: (N/A for this role)

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Web Development Values: (N/A for this role)

Collaboration Style:

• The team fosters a collaborative environment, encouraging open communication, knowledge sharing, and cross-functional collaboration to improve service quality and customer satisfaction.
• The team values a structured approach to problem-solving, utilizing CRM systems and Practical Process Improvement (PPI) tools to ensure efficient issue resolution and service enhancement.
• The team promotes a culture of continuous learning and professional development, with opportunities for training and skill enhancement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Addressing complex customer issues and troubleshooting problems remotely, often under time constraints.
• Keeping up-to-date with the latest product releases, updates, and troubleshooting procedures.
• Collaborating with internal teams and cross-functional stakeholders to improve service quality and drive continuous improvement.

Learning & Development Opportunities:

• Developing and enhancing technical skills in various analytical spectroscopy techniques and support processes.
• Gaining experience in customer support, remote troubleshooting, and cross-functional collaboration.
• Exploring opportunities for career progression, leadership development, and strategic decision-making within the organization.

💡 Interview Preparation

Technical Questions:

• Be prepared to discuss your experience with technical support, remote troubleshooting, and customer service, with a focus on problem-solving and communication skills.
• Familiarize yourself with Thermo Fisher Scientific's products and services, as well as common customer issues and troubleshooting procedures.
• Brush up on your knowledge of analytical spectroscopy techniques, such as XRF, XRD, OES, or Automation, and be prepared to discuss your experience with these technologies.

Company & Culture Questions:

• Research the company's values, mission, and vision to ensure a strong fit and demonstrate your enthusiasm for the role.
• Prepare questions to ask the interviewer about the team, the company's growth plans, and opportunities for professional development.

Portfolio Presentation Strategy: (N/A for this role)

📌 Application Steps

To apply for this Technical Support Specialist position:

1. Submit your application through the application link provided in the job listing.
2. Tailor your resume and cover letter to highlight your relevant technical support experience, problem-solving skills, and customer service background.
3. Prepare for the phone or video screen by researching the company and practicing your communication skills.
4. Complete the technical assessment or case study, demonstrating your remote troubleshooting capabilities and customer support experience.
5. Participate in the behavioral interview, focusing on your past experiences, achievements, and career goals.
6. Attend the final interview, prepared to discuss your fit for the role and the team, as well as any remaining questions or concerns.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.