Customer Support Specialist

Thermo Fisher Scientific

. Act as the primary subject-matter expert for Seamless Instrument Integration (SII) between Thermo Fisher chromatography systems and Empower Chromatography Data System (CDS) .

Posted 10/5/2026full-timeDurham • North Carolina • United StatesSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Seamless Instrument Integration (SII) and Empower Chromatography Data System (CDS) within regulated environments, ensuring compliance and performance. Capable of providing technical guidance, training, and support while collaborating effectively across teams and with customers.

Highest-signal resume keywords

Seamless Instrument Integration (SII)Empower Chromatography Data System (CDS)Chromatography Systems SupportRegulated Pharma/BioPharma ExperienceData Integrity and Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Chromatography SystemsEmpower ExpertiseAnalytical Instrumentation ControlData Validation21 CFR Part 11 Compliance

Soft Skills

Clear CommunicationProblem-SolvingCollaborationOwnership and AccountabilityMentoring

Industry Keywords

PharmaBioPharmaTechnical Sales SupportPPI Business SystemCustomer Engagement

About the role

Key responsibilities & impact

Act as the primary subject-matter expert for Seamless Instrument Integration (SII) between Thermo Fisher chromatography systems and Empower Chromatography Data System (CDS)
Support customers 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 compatibility, issue resolution, and lifecycle changes
Assist sales colleagues in pre-sales engagements concerning Empower compatibility and SII capabilities
Partner with Technical Sales Support, IES, COE, and Software teams on pre-sale positioning and post-sale execution
Participate in escalations related to SII/Empower integrations
Provide guidance on data integrity, validation, and compliance considerations, including 21 CFR Part 11
Capture and share lessons learned, recurring issues, and best practices
Support standardization of workflows, documentation, and troubleshooting approaches aligned with Thermo Fisher’s PPI Business System
Deliver internal and customer-facing training on SII-Empower operation and best practices

Requirements

What you’ll need

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 and international travel
Recognized technical expertise and ability to build credibility and trust with customers and internal stakeholders
Strong problem-solving skills with a structured, systems-level approach
Clear and confident communication skills, with ability 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

Benefits

Comp & perks

Fully remote work arrangement stated in the posting header
Home office and customer-facing activities as part of the working environment
Full-time employment