Onsite/Field Service Customer Service Specialist

Are you a detail-oriented, customer-focused professional with strong organizational skills? Do you enjoy problem-solving, collaborating with teams, and ensuring exceptional service experiences? If so, we want you to join our team as an Onsite/Field Service Customer Support Specialist!

Onsite/Field Service Customer Support Specialist

Reporting to the Onsite/Field Service Business Manager, you will play a key role in scheduling, coordinating, and supporting onsite calibration services. This position requires excellent communication, problem-solving abilities, and a proactive approach to customer service.

The primary and continuous responsibilities and objectives include, but are not limited to:

• Manage and coordinate onsite job scheduling to ensure timely service.
• Serve as the primary point of contact for customer inquiries via phone and email.
• Understand and identify customer needs, providing expert guidance on calibration services.
• Accurately document data and service results following company and customer policies.
• Collaborate with internal teams to maintain high-quality service and customer satisfaction.
• Continuously develop industry knowledge through training, workshops, and professional development.

Duties and Responsibilities:

• Print customer recalls and separate lab from on-site
• Call and email customers regarding scheduling onsite service
• Request updated instrument list, verify that lists are correct and ask about any new or additional items.
• Provide calibration prices, verify if per piece or an hourly rate customer.
• Request PO.
• Work with the sales team to accommodate customers’ scheduling needs, set up visits to existing customers if needed and

accompany them on visits for new items as a representative from the onsite department.

• Generate work orders and data sheets, send out preparation for onsite documentation and the use of laptop documents to all

new onsite customers and receive jobs prior if requested by technicians.

• Coordinate with onsite manager for review of documentation, customer requests for additional items, onsite capabilities and

customer concerns or complaints.

• Work with the onsite manager and coordinators and sales team to adjust the schedule when necessary.
• Review and process documentation when requested, add information to the onsite spreadsheet when the job is completed.
• Support customer inquiries and ensure full customer satisfaction when the work has been completed
• Ensure you communicate customer special requirements to the Onsite/Field Service Business Manager.
• Review work orders as needed.
• Provide research and solutions for customer or equipment issues.
• Correct documentation errors.
• Actively participate in company meetings.
• Attend training and cross training.
• Willingness to learn and expand calibration industry knowledge.
• Perform other related duties as assigned.

Required Skills/Abilities:

• Strong written and verbal communication skills.
• Excellent organizational and multitasking abilities.
• Customer-focused mindset with problem-solving expertise.
• Proficiency in Microsoft Office (Excel, SharePoint, Teams) and enterprise software such as IndySoft, MetCal, ZoHo, QuickBooks,

and Payright Workforce Solution.

• Familiarity with ISO/IEC 17025 and ISO 9001 standards (preferred).
• Ability to collaborate effectively across departments.
• Strong attention to detail and data accuracy.
• Commitment to confidentiality and professional integrity.

Education and Experience:

• High school diploma required; Associate degree preferred.
• 5 years of customer service experience, ideally in a technical or calibration-related industry.

We are an equal opportunity employer (EEOC) committed to diversity and inclusion in the workplace. We welcome applicants of all abilities and provide reasonable accommodation upon request.

Join our team and be part of a company that values expertise, teamwork, and exceptional service!