Technical Support Specialist

Are you ready to advance your technical support career? Thermo Fisher Scientific is seeking a Technical Support Specialist to provide expert-level support for advanced laboratory automation and robotic platforms. This role provides advanced tier 3 technical support for customer systems through structured troubleshooting, remote diagnostics, and on-site investigations. You will work closely with Field Service Engineers, product specialists, and engineering teams to resolve hardware, software, and system integration issues.

You will act as a technical subject matter expert, working cross-functionally with R&D, Product Engineering, Quality, and Field Service to resolve systemic issues, influence product improvements, and strengthen service capability across internal and partner organizations.

This role requires a high degree of independent work and self-direction, as the primary engineering and support teams are in Finland. The ability to operate effectively across time zones, manage priorities autonomously, and collaborate remotely with global teams is essential.

This remote-based position involves frequent travel (up to 70%) to customer sites nationwide, with a preference for candidates based in the Northeast United States., * Provide Tier 3 / escalation-level technical support for complex laboratory automation and robotic systems.

• Operate independently in customer-facing and technical decision-making scenarios while coordinating remotely with global engineering and support teams.
• Lead system-level root-cause investigations spanning robotics, electromechanical hardware, control software, firmware, and networking.
• Support high-impact customer escalations requiring advanced diagnostics and on-site technical leadership.
• Act as a technical liaison between Field Service, R&D, and Product Engineering.
• Drive the development of technical documentation, service standards, and troubleshooting methodologies.
• Design and deliver advanced technical training for internal teams and external partner service organizations.
• Mentor junior technical support and field service engineers.
• Contribute to product improvement initiatives through structured feedback, failure analysis, and design input.
• Ensure compliance with quality systems, validation requirements, and regulatory standards.

• Bachelor's Degree with 7-10+ years of experience supporting laboratory automation, robotics, or complex electromechanical platforms.
• Proven ability to operate autonomously as a technical authority while collaborating effectively with globally distributed engineering and support teams.
• Deep expertise in robotic systems, motion control, sensors, and system integration.
• Strong experience troubleshooting software-controlled automation systems, including logs, diagnostics, and system performance analysis.
• Proven ability to lead technical escalations and operate independently in customer environments.
• Demonstrated experience authoring high-quality technical documentation and delivering formal technical training.
• Experience supporting partner service organizations or global service models
• Willingness to travel within the U.S. up to 70% of the time.
• Must be legally authorized to work in the United States without sponsorship.
• Must be able to pass a comprehensive background check, which includes a drug screening.

The hourly pay range estimated for this position based in New York is $36.42-$54.63.

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

As part of the Thermo Fisher Scientific team, you'll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every day-enabling our customers to make the world healthier, cleaner, and safer. We provide our global teams with the resources needed to achieve individual career goals while helping take science a step beyond by developing solutions to some of the world's toughest challenges, from protecting the environment and ensuring food safety to helping find cures for cancer.