Job Description

Unlock Global Opportunities: Join Us as a Systems IT Support Specialist!

Are you an IT Specialist experienced with systems IT, Networks, Firewalls, Interfacing, File sharing and Investigating and resolving escalated problems.

IDD Phadia Systems? Take your next career leap with us!

Global Services is the Centre of Excellence (CoE) - headquarters based part of the IDD Service Organization (IDD Service) and with responsibility to support the whole IDD Service in:

• Global case support for escalated service and customers IT issues to successfully solve them and support our Customer F1rst model.

• Communicate changes/releases of Service IT software and supporting documents

• Communicate and support the IDD Service needs/requests to various CoE Functions.

• Train Service and IT specialist teams on IT systems, software, and tools.

MAIN TASKS

• Act as primary investigator, examining the root causes behind system IT problems and provide resolutions and recommendations for corrective actions

• Create Knowledge Management Articles for IT problems

• Deliver prompt and exceptional second-line support to address incoming issues efficiently, ensuring minimal disruption to operations.

• Identify and tackle the root causes of recurring problems, offering guidance on preventive measures to enhance system IT performance. Additionally, provide direct support for complex inquiries from customers, ensuring their needs are met effectively.

• Available for occasional on-site visits globally to provide service and customer support ensuring hands-on assistance and personalized solutions and advice

• Act as lead to schedule and Chair IT service Specialist expert team meetings

• Act as advocate for service IT proposals aimed at improving systems and introducing new features to our investigational tool by creating change requests.

• Generate, publish, and distribute critical information via IT Service Bulletins to help address and resolve reactive issues promptly.

• Ensure that system IT documentation, support processes, are always up to date, including

• Troubleshooting Guides, Check Lists, Operating procedures

• Report and propose changes for IT Service Manuals.

• Customer support process from customer contact to CAPA process

• Supporting tools (software) used for case investigations.

• Responsible for proposing and defining Systems IT service metrics

• Ensure that feedback related to design, service, and application functionalities is reported. Prioritize these aspects in new product development and Product Care activities/updates

• Improve customer experience by actively participating in IT System project launches and market transitions. Provide feedback on functionality and user-friendliness, helping to ensure that our products meet customer expectations.

• Collaborate and align with Sales, Global Marketing, Regulatory Affairs/Quality Assurance (RA/QA), and Research and Development (R&D to achieve high levels of customer satisfaction.

• Complaint Process Support: Act as an IT systems expert playing a pivotal role in the complaint process by offering guidance and assistance as needed.

• Join service and user group meetings, actively participating in discussions and initiatives.

Qualifications/Requirements FOR POSITION

A Bachelor’s degree or equivalent experience is strongly preferred in areas of IT, Science, engineering, Computer Sciences or similar.

Qualifications/Requirements

• 3+ years’ experience in IT support, preferably in the life sciences or Clinical Diagnostic IVD industries with a track record of high customer satisfaction

• Excellent written and oral English communication skills. Swedish is an advantage.

• Strong problem-solving and analytical skills

• Proficient in communication, documentation skills, and technical presentation skills.

• Able to work and excel in a matrix environment to build strong, positive relationships and provide effective mentorship

• Strong competency and an interest in continuous learning in the areas of Computers, Software, Methods, Immunology, Assay process, Chemistry, and function of our reagents.

• Thrives in a support environment with short delivery timelines

• Ability to operate autonomously and self-start in a fast-paced environment

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.