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Job Description

Position Description

Join a top-tier team at Thermo Fisher Scientific Inc. as a Technical Support Scientist PSX in Shanghai! This role is uniquely positioned to provide outstanding technical support for our brand new Olink Signature Q100 and automation solutions. You will be at the forefront of innovation, combining customer-facing activities with internal collaborations to maintain our high standards of customer happiness.

We are seeking a candidate who thrives in a dynamic environment with a strong focus on customer success. You will be facing exciting challenges and solving complex problems, both independently and as part of a collaborative team. Your positive attitude and excellent interpersonal skills will be key assets in this role. If you are ambitious and eager to contribute to groundbreaking biomarker research, we want you on our team!

Primary Responsibilities

Provide advanced technical support to customers for Olink Signature Q100 and automation solutions.Troubleshoot instrument operations, software, and workflow challenges to ensure flawless performance.Serve as the main point of contact for case resolutions related to Olink Signature Q100 in collaboration with Standard BioTools.Assist customers with workflow implementation and automation protocol modifications.Manage customer service agreements, including renewal quotes and entitlement tracking (e.g., preventive maintenance).Track and document customer inquiries and solutions in Olink’s ticketing system.Collaborate with cross-functional teams, including Field Application Scientists, Product Management, and Technical Support, to optimize customer support.Provide feedback on product improvements and internal support processes based on customer insights.Ensure high customer happiness through regular communication via meetings, calls, and emails.Support the integration of new automation instruments compatible with Olink workflows.Handle customer complaints effectively and in a timely manner.

Qualifications

Degree in a related scientific field (e.g., Biology, Biotechnology, Biochemistry).Minimum of two years of experience in instrument support or laboratory automation.Hands-on experience with automation platforms (e.g., Agilent, Tecan, Beckman).Experience with Standard BioTools instruments (IFC Controller, Juno, Biomark HD) is an advantage.Strong problem-solving skills with a customer-focused approach.Experience in assay design, optimization, and troubleshooting.Background in Next-Generation Sequencing (NGS) or Olink technology is a plus.Excellent communication skills in English and Chinese/Mandarin (additional languages are beneficial).Willingness to travel up to 40% globally with a focus on China.

If you want to help deepen the understanding of real-time human biology and are looking for an exciting new challenge, we encourage you to apply!