Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description Overview

At Thermo Fisher Scientific, our mission is to enable our customers to make the world healthier, cleaner, and safer. As a Technical Support Specialist II, you will support our optical and spectroscopy product portfolio, including Gemini, Tru Scan, and Tru Narc systems. You will provide technical support for handheld and portable analytical instruments used in safety, security, and field applications, working closely with customers and internal teams to resolve issues and improve product performance.

Key Responsibilities

• Provide technical support for optical and spectroscopy instruments (Gemini, Tru Scan, Tru Narc), including hardware, software, and application-related issues

• Troubleshoot and resolve customer issues related to instrument performance, libraries, and measurement results

• Support product launches and ongoing production activities, including collaboration with R&D, Quality, and Product Management

• Document cases, issues, and trends in Salesforce.com; utilize Genesys Cloud for call handling

• Perform root cause analysis and escalate complex issues appropriately while maintaining ownership of customer communication

• Develop technical knowledge of optical systems, including spectroscopy principles and instrument configuration

• Maintain service-level agreements (SLAs) and ensure high customer satisfaction

• Support field teams (FSE, sales, channel partners) with technical inquiries and troubleshooting

Qualifications

Minimum:

• Bachelor’s degree in Chemistry, Physics, Engineering, or related field — or equivalent experience

• 2–4 years of technical support, field service, or laboratory experience with analytical instruments or related technologies

• Basic understanding of spectroscopy (e.g., Raman, FTIR, or related optical techniques)

• Experience troubleshooting hardware and software issues

• Familiarity with CRM/support tools (e.g., Salesforce.com, Genesys or similar systems)

• Strong communication skills (written and verbal) for customer interaction and documentation

• Ability to work in a fast-paced, customer-facing support environment

Preferred Qualifications:

• Experience with handheld or portable analytical instruments (Raman, FTIR, or XRF)

• Knowledge of field applications in safety, security, or hazardous material identification

• Experience working with spectral libraries, method setup, or data interpretation

• Familiarity with RF, embedded systems, or device connectivity

• Previous experience supporting global customers or channel partners

Working Conditions & Competencies

• Environment:

Office-based with occasional handling of loaner equipment

• Attributes:

• Strong problem-solving and troubleshooting skills

• Customer-focused with clear communication

• Ability to manage multiple cases and priorities

• Collaborative mindset working across cross-functional teams

Compensation and Benefits

The salary range estimated for this position based in Massachusetts is $66,000.00–$99,000.00.

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