Service-and-support-heroes

The road to scientific breakthrough is paved with many smaller, hard-fought victories along the way. From choosing primers to troubleshooting an error log, Thermo Fisher Scientific’s specialists help to answer over 300,000 of these inquiries from the scientific community each year.

Meet a few of our 1,200+ network of specialists and find out how our Service and Support heroes are helping researchers in their quest to change the world.

A day in the life of service and support

Have a hero in mind?

We want to hear about them. Let us know about your experience
and they may become our next Service and Support Hero.


Our service and support heroes

Carsten Nielsen

Denmark
Field Application Specialist for real-time PCR

“We are often asked to help customers to find the best solution to get the answers they need. This means helping identify ways to make things easier and get answers faster—streamlining their workflow.”

Role

Field Application Specialist

Location

Northern Region, Denmark

Time with Thermo Fisher Scientific

4 years, beginning with 2.5 years as a Field Service Engineer

Specialties

Real-time PCR

Favorite product line

qPCR assays

Area of study

MSc in Biotechnology Engineering

Why did you choose a career in science?

I am curious to know how things work and to gain new knowledge.

What do you find most motivating in your role?

I love to help people, which has worked well as a Field Application Scientist and Field Service Engineer. Combining these skills to solve customers’ problems is motivating. It is like playing Sherlock Holmes, finding all the clues and in collaboration with the customer or colleagues finding a solution to their problems.


I also enjoy training customers in how to use our instruments and software so they are quickly up and running, which in the end enables the customer to be confident in getting the results and answers they need.

What is one of the most common challenges our customers face?

We are often asked to help customers to find the best solution to get the answers they need. This means helping identify ways to make things easier and get answers faster—streamlining their workflow.

What is something that people should know about Thermo Fisher?

We can provide the customer with solutions and not just instruments and reagents. As a company we have a lot of knowledge and we are here to help the customer get the answers they need to make the world healthier, cleaner and safer.

Customer love

“Super god oplevelse. Vi fik grundig forklaring på alt vi spurgte om, og de enkelte ting som underviseren ikke vidste undersøgte han og skrev email dagen efter. Alt i alt helt fantastisk”

“Super good experience. We got a thorough explanation of everything we asked about, and the individual things that the teacher did not know he examined and wrote the email the next day. All in all, absolutely fantastic.”


Yiqun Chen

Shanghai, China
Technical Application Specialist for qPCR and capillary electrophoresis (CE)

“I’m always willing to help our customers. It makes me happy to help people and to solve problems.”

Role

Technical Application Specialist

Location

Shanghai, China

Time with Thermo Fisher Scientific

4 years

Specialties

qPCR and CE

Favorite product line

TaqMan® assays

Area of study

Genetics of aging, molecular biology

Why science?

I have been curious about nature and science since I was a child. I like how science helps us to understand more about ourselves as well as the world we live in.

What do you find most exciting about the work that our customers do?

I am most excited about how our customers’ work makes the world healthier, cleaner and safer. It is this progress that helps us to appreciate the value of our work.

What is something that people should know about Thermo Fisher Scientific?

Thermo Fisher Scientific represents not only world-class products, but also excellent service and support. We have professional teams here, ready to help you.

What is something that people should know about you?

I’m always willing to help our customers. It makes me happy to help people and to solve problems.

Yiqun is a fan favorite.

“I sent my data to Ms. Chen and got the reply quickly. The problem was addressed perfectly. I will recommend the Thermo Fisher technical support to my colleagues and friend.”


Sebastiano Bellanca

Darmstadt, Germany
Technical Application Scientist for antibodies and ELISA kits

“It is a good feeling to resolve the issue that the customer came with after you spend some time finding the right answer.”

Role

Technical Application Scientist

Location

Darmstadt, Germany

Time with Thermo Fisher Scientific

3 years

Specialties

Technical support information tools

Favorite product line

Antibodies and ELISA kits

Area of study

Molecular Biology, PhD in Parasitology

Supported languages

German, Italian, French, English, and Spanish

Why science?

I chose a career in science because I’ve always been interested in how things in nature fit into each other. Working within technical support lets you still be a part of all of this scientific work as you find the answer to scientific questions.

What is one of the most common challenges our customers face?

In many cases we receive calls from people who do not have any supervisor in the lab or wherever they are working, so they have nobody to discuss with. Therefore you are the only help that they can get.

What do you find most exciting about technical support?

It is a good feeling to resolve the issue that the customer came with after you spend some time finding the right answer.

Sebastiano has 5 language’s worth of happy customers

“Der Support war perfekt. Ich habe noch nie einen so engagierten Mitarbeiter erlebt.”

“The support was perfect. I have never experienced such an engaged employee.”

“[Sebastiano] was very friendly and helpful. I am very satisfied specially with the fact that he spoke Spanish and it was easy for me to explain my request.”

“Last time, I talked with Mr Sebastiano Bellanca that helped me a lot with my Western Blot problem. I feel plenty satisfied with his support, especially because he can speak really good Spanish and he was always willing to help and very patient :)”


Nick Davenport

Eugene, USA
Technical Application Scientist specializing in cell analysis

“I’m very inquisitive and like to hunt down answers. I find it very satisfying to have a question and to have the tools to be able to answer it.”
Role
Technical Application Scientist
Time with Thermo Fisher Scientific
Nick was with Life Technologies 10 years ago prior to undertaking his graduate/postdoctoral work with the University of Wisconsin-Madison, then rejoined with Thermo Fisher Scientific 2 years ago as part of the Technical Support team.
Specialty
Cell analysis
Favorite things to help with
Basic chemistry questions or topics related to chemical cross-linking. It’s not the most glamorous product line, but I find it’s the most intellectually stimulating and it’s a great demonstration of the variety of products we offer and support.
Area of study
Cellular and Molecular Biology
Why science?
I’m very inquisitive and like to hunt down answers. I find it very satisfying to have a question and to have the tools to be able to answer it.
What is something that people should know about your work here?
We’re in the role because we want to help people. I’m going to use all the resources at my disposal to help resolve any issues and/or answer your questions.
Nick is your guy!
“Spoke with Nick Davenport about an unusual application for lipophilic tracers. He knows the product inventory at ThermoFisher very well indeed and had innovative ideas about combining existing products to meet my needs. Nick followed up the phone call with an excellent email containing thoughtful, evidence based suggestions to develop a novel protocol. I'm very happy

“Thermo Fisher Scientific has staff like Nick - he makes it easy to discuss complicated ideas and has exemplary follow up. Thank you.”

“I was impressed with the level of help I got from Nick Davenport.  Please continue providing your customers with this exceptional service.”

“Nick was extremely knowledgeable about the question I had regarding the Click-it EdU Kit. He wanted to double check on an issue and took the extra effort to speak to another colleague about it right then.  He also sent me an email to follow up and provided additional information in the email as he recognized my need for obtaining additional cell morphology staining with the kit.  He was very professional and friendly. ”
“Nick was great!  He made sure to address all of my concerns without being anything short of completely courteous and helpful.  He followed via email and I was able to place my order with the assurance that this was an appropriate    replacement.  Thanks so much.”

Jan-Hendrik Rohde

Darmstadt, Germany

Technical Application Scientist specializing in quantitative and digital PCR, PCR plastics and Cyclers, anything related to microRNA

“We are trying to help you get the best results possible using our reagents.”
Role
Technical Application Scientist
Location
Darmstadt, Germany
Time with Thermo Fisher Scientific
3 years
Specialties
Quantitative and digital PCR, PCR plastics and Cyclers, anything related to microRNA
Favorite product line
My favourite product line is our TaqMan microRNA Assays on account of them being one of the major contributors that kept me sane during my PhD-thesis.
Area of study
Human biology with a focus on molecular biology
Why science?
I have always been fascinated to find out how things work and with learning all sorts of new information. Working in Science, you are on the frontiers of knowledge, so not only do you learn new, interesting insights about how things work, you are also one of the first to know about it.
What would you call the biggest challenge facing our customers?
I think one of the biggest challenges, not just for our customer but Scientist in general, is often the pressure to publish again and again quickly. This leads to them cutting some corners and then they sometimes end up with us at the tech support because their initial results have been based on less than optimal experimental set-ups.
What is something that people should know about Thermo Fisher Scientific?
We are trying to help you get the best results possible using our reagents. Really for us if you publish it is free advertisement so we are really trying to get all of your experiments to work without a hitch.
What is something that people should know about you?
Sometimes if someone contacts me I answer short and to the point. This is not due to rudeness; being German, I like to communicate efficiently. So if you want to chit-chat I am happy to do so but you have to prompt me.
Dr. Jan-Hendrik is your expert.
“Dr. Jan - Hendrik Rohde helped me by mail very fast and very precisely. Thank you!”
“Jan Rohde was very helpful with answering my questions.”
“Technical competence, very politely and simply goal-leading!”

Jing Tian

Pudong, China

Field Application Scientist specializing in QuantStudio 12K Flex Real-Time PCR System

“Helping customers makes me happy. I always try to do my best to become one of the best field application scientists so that we can continue our high level of support for our customers.”
Role
Field Application Scientist
Location
Pudong, China
Time with Thermo Fisher Scientific
3 years
Specialties
QuantStudio 12K Flex Real-Time PCR System
Favorite product line
Our qPCR and Capillary Electrophoresis lines
Area of study
Biomedical materials
Why science?
I am very interested in Biology Science and eager to support its application in clinical and public health areas, which could improve our lives significantly.
What do you find most exciting about your work?
Sometimes this job is really tough and we have to do a lot of work to meet our custom demands or solve a problem. What is most exciting moment for me is when the case is finally finished and our customers are very satisfied and show their appreciation for our products and me.
What is one of the biggest challenge our customers face?
We have developed a lot of solutions for our customers; however, sometimes they are not clear about what they actually need. As a result, we sometimes cannot provide suitable products or solutions for them. That’s a big challenge in helping our customers.
What is something that people should know about Thermo Fisher Scientific?
We are trying our best to make the world healthier, cleaner, and safer.
What is something that people should know about you?
Helping customers makes me happy. I always try to do my best to become one of the best field application scientists so that we can continue our high level of support for our customers.
Jing is a fan favorite.
Jing has a loyal group of fans across the East China region. Her work spans across training and troubleshooting, all the way through supporting customers in the public health sector to problem solve.
“Many thanks for providing us such a good chance to have the instrument training in your training center. Hope for the next!”

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