Customer Experience jobs in United Kingdom

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Laboratory Setting

The job: Are you interested in joining a company recognized as a fast‑paced global leader in serving science? Are you passionate about making a difference and providing professional service for high‑tech equipment? This is a great opportunity to work in a global company dedicated to improving the human condition and advancing research in the industry. Our systems and beneficial services empower our customers to conduct innovative scientific research and develop techniques that could win Nobel Prizes. You will become a part of the UK Laboratory Products Division’s Field Service team, servicing a range of equipment such as Biological Safety Cabinets, Centrifuges, CO2 Incubators and Freezers. You enjoy being on the road and can expect to be travelling up to 30% of your time, to our customer sites within the United Kingdom. This role suits someone who enjoys working in a high‑paced environment. Your proactive approach, team spirit and eagerness to continuously develop your skills are what will ultimately drive our success. Our organization is developing, and we guarantee an interesting and exciting position in an international environment with opportunity for professional and personal growth.

You will perform all service activities in line with internal rules and customer regulations and assure responsive telephone support and diagnostics, as well as on‑site services to exceed our customers’ expectations and support them in using Thermo Fisher Scientific products. This is a field‑based role, supporting customers across Scotland and the North of England. You will be on the road 4 to 5 days per week, with occasional overnight stays required.

• Perform field service activities, including on‑site installation, validations, preventive maintenance and system repairs.
• Solve a broad range of problems of varying scope and complexity.
• Coordinate your own work schedule with direct colleagues, service operations and management.
• Instruct customers in the use of our instruments to ensure safe and effective customer operations.
• Provide proactive and responsive technical telephone and email support, ensuring that our customers are successful in the use of their instrumentation.
• Produce timely and accurate reports of your activities, e.g. service reports and expense reports.
• Assure the highest level of customer experience to achieve customer satisfaction and loyalty.
• Provide sales leads to the account manager.
• Provide feedback to support teams for correcting system documentation and updating procedures.

• Typically requires an HNC qualification or equivalent experience in mechatronics, electronics/engineering or other applicable experience in a high‑tech environment.
• Analytical trouble‑shooting and problem‑solving abilities.
• Excellent hand‑eye coordination and manual dexterity.
• IT skills.
• Driving licence required.
• Excellent interpersonal skills in English, verbal and in writing.
• Independent, service‑mindful and educational in the approach towards customers.
• Highly organised, on top of things and in control of administrative work, including service reports and customer queries, even when being in the field and the pace is high.
• A strong team contributor, working remotely with the ability to connect with colleagues in the region.
• Commercial attitude.
• Demonstrates a proactive interest in staying up to date with trends in technology and IT.
• Self‑starter, likes to be challenged.

• Competitive package.
• Excellent benefits – bonus scheme, private healthcare, contributory pension scheme, life assurance and flexible additional benefits.
• 25 days annual holiday.
• Training, career progression and opportunities within a world leader in serving science.

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $25 billion. Our mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or growing efficiency in their laboratories, we are here to support them. Our global team of more than 75,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry‑leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services and Patheon. With Thermo Fisher Scientific, it’s not just a career. It’s a chance to realise your best – professionally and personally.