- Company Name
- Thermo Fisher Scientific
- Job Title
- Technical Support Specialist III _ French speaking _ Remote
- Job Description
-
Job Title: Technical Support Specialist III – French Speaking – Remote
Role Summary: Provide Level‑1 technical support and consulting across EMEA for complex customer and technician issues. Diagnose faults remotely and on‑site, deliver creative solutions, manage escalation, document cases, support sales opportunities, and participate in a 24/7 on‑call hotline. Operate within established quality and safety frameworks while ensuring high customer satisfaction.
Expectations:
- Deliver expert technical support in French and English within agreed response times.
- Independently identify root causes and implement compliant solutions.
- Escalate unresolved cases promptly, maintaining clear communication with internal stakeholders.
- Document all technical activities accurately in the C4S ticketing system.
- Contribute to sales by creating service offers, evaluating repair economics, and identifying upsell opportunities.
Key Responsibilities:
- Handle complex technical requests via phone, email, chat, database, and social media.
- Conduct detailed fault diagnosis remotely and, if necessary, on‑site at customer premises.
- Develop and implement solutions using service manuals, spare parts databases, and virtual assistants.
- Support field technicians with quick, efficient technical guidance.
- Create service proposals for repairs, relocations, spare parts, software updates, and compliance products.
- Follow up on sales opportunities using Salesforce (SFDC) and adhere to discount matrix.
- Manage customer communications to maintain satisfaction; address inquiries within service hours.
- Participate in 24/7 on‑call hotline, cross‑departmental projects, complaint management, and escalation assignments.
- Apply quality management processes (QM database) and comply with safety regulations.
- Engage in continuous training, monitor industry trends, and adapt to new technologies.
Required Skills:
- Advanced technical troubleshooting and fault diagnosis.
- Strong written and verbal communication in French and English.
- Proficiency with ticketing systems (C4S), Salesforce, and database tools.
- Knowledge of service manuals, spare parts databases, and virtual assistant tools.
- Ability to create accurate service proposals and evaluate repair economics.
- Customer‑focused mindset with excellent problem‑solving skills.
- Strong collaboration with cross‑functional teams and on‑call participation.
- Commitment to quality and safety processes.
Required Education & Certifications:
- Bachelor’s degree in Engineering, Information Technology, or related field (or equivalent technical experience).
- Professional certifications in technical support, troubleshooting, or specific product ecosystems preferred (e.g., ITIL, Microsoft Certified: Windows Server, or equivalent).