Customer Support Specialist - LC Software

Work Schedule

First Shift (Days)

Environmental Conditions

Laboratory Setting

Job Description

Position Summary

The Customer Support Specialist - LC (Liquid Chromatography) Software plays a critical role in enabling Thermo Fisher Scientific chromatography systems to operate seamlessly on the Empower™ Chromatography Data System (CDS) through Seamless Instrument Integration (SII). This role serves as the technical and functional bridge between Thermo Fisher Scientific and Empower, ensuring reliable, compliant, and scalable integration of Thermo instrumentation within customer Empower environments.

Operating within the HPCS Business Unit of the CMD Division, the SII Empower Expert supports both Analytical Development (AD) and Quality Control (QC) customers who standardize on Empower as their CDS. The role works collaboratively with internal stakeholders-including Commercial, Technical Sales Support (TSS), IES/Service, COE, and Software teams-as well as external partners and customers, to support pre-sale positioning, post-sale execution, and long-term customer success.

The Customer Support Specialist - LC Software operates in a hybrid environment, balancing home office and customer-facing activities, and requires strong technical expertise, cross-functional influence, and the ability to manage complex integrations across matrixed organizations.

Key Objectives

• Act as the primary subject-matter expert for SII integration between Thermo Fisher chromatography systems and Empower CDS.
• Support customers in successfully running Thermo instrumentation on Empower, ensuring performance, reliability, and compliance in regulated environments.
• Serve as the technical interface between Thermo Fisher and Waters for SII-related topics, including compatibility, issue resolution, and lifecycle changes.
• Assist sales colleagues in pre-sales engagements to set clear expectations and address customer concerns related to Empower compatibility and SII capabilities.
• Partner with TSS, IES, COE, and Software teams to support pre-sale positioning and post-sale execution.
• Participate proactively in escalations related to SII/Empower integrations to accelerate resolution and protect customer confidence.
• Provide guidance on data integrity, validation, and compliance considerations (e.g., 21 CFR Part 11) for Thermo instruments controlled via Empower.
• Capture and share lessons learned, recurring issues, and best practices to improve SII reliability and customer experience.
• Support standardization of workflows, documentation, and troubleshooting approaches aligned with Thermo Fisher's PPI Business System.
• Deliver targeted internal and customer-facing training related to SII-Empower operation and best practices.

Requirements

• Bachelor's degree in Chemistry, Engineering, Informatics, or a related scientific or technical discipline, or equivalent experience.
• 7+ years of experience supporting chromatography systems and/or CDS integrations, with strong expertise in Empower.
• Demonstrated experience enabling third-party CDS control of analytical instrumentation.
• Experience working directly with customers in regulated Pharma/BioPharma environments (AD and/or QC).
• Ability to collaborate effectively across internal functions and external partners in a matrixed organization.
• Ability to travel to customer locations up to 60% including overnight & international travel

Desirable Personality Traits & Skills

• Recognized technical expert with the ability to build credibility and trust with customers and internal stakeholders.
• Strong problem-solving skills with a structured, systems-level approach.
• Clear and confident communicator, able to translate complex technical topics into practical guidance.
• Proactive, self-directed, and comfortable operating independently with minimal supervision.
• Strong sense of ownership and accountability for customer outcomes.
• Ability to mentor peers and contribute to team capability building.

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