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Job ID :
Location :
Italy - Monza
Job Description

Office based Junior Service/Support Engineer

Monza, Italy

12 Month Fixed Term Contract

The Life Sciences Group of Thermo Fisher Scientific (Formerly Life Technologies) currently has a vacancy for an experienced (junior-level) office based Support/Service Engineer to work primarily in our Monza office. This is an exciting opportunity for an ambitious and dynamic individual to join a fast paced global Life Sciences organization, at an exciting time of growth of the company.

Position Objective:

  • First line contact with customers to troubleshoot runs, instrument hardware, software and computer-related problems over the phone and emails focusing on Ion Torrent instruments
  • Triage function between Technical Service and Application Support by qualifying inquiries and addressing customer’s needs in resolving them
  • Contributes to achieve specific Global Service & Support (GSS) related targets as defined for revenues, profit, service order volume, etc. - while complying with internal rules and practices
  • Works closely with Support and Field Service Engineers to prioritize all activities
  • Delivers professional Support and Service activities in order to provide an optimum support to all the local customers to achieve loyalty
  • Acts within general Service and Support policies, business processes and procedures (PPP) and local procedures and rules.
  • Identifying training and service leads for the GSS organization
  • Identifying sales leads and passing to the sales organization

Essential Functions:

  • Provides responsive telephone/emails support and generally works to ensure that customer is successful in the use of Instrumentation.
  • Assures the professional relationship with existing customers to achieve customer loyalty to our company.
  • Ensures response times are met when contacting customers in line with contractual requirements.
  • Coordinates own work schedule with relevant partners (service and support manager, colleagues).
  • Supports service and support colleagues by accessing customer experience center instruments where appropriate.
  • Assures that its own activities are in line with the activities of the rest of the local commercial organization (sales & support) and informs customers of company's other product and services.

*Minimum Qualifications (must have)


  • Professional background in life science, biology, clinical engineering or related subjects.
  • Troubleshooting knowledge and experience.
  • Computer literate including Linux, Python command line.
  • Good verbal and written command of the English (technical) language.


  • Next Generation Sequencing Application knowledge, Ion Torrent preferably
  • Laboratory experience to include knowledge in basic techniques related to Molecular Biology products with related instruments and applications background (e.g. ION) is essential. Experience in Clinical / Biomedical / Electrical Engineering *
  • Proven ability to quickly learn large amounts of new, complex technical information.
  • Demonstrated ability to effectively communicate, both orally and in writing, to customers and colleagues.
  • Ability to manage multiple priorities. Problem-solving ability
  • Fluent Italian & English Language skills

*Preferred Qualifications (nice to have)

Working Conditions:

  • Office based function.
  • Valid passport holder
  • Driving license is required.

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.
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