Service Support Specialist

Job Overview
The Service Support Specialist is a proven Technical Expert in all aspects of Certification and repair of Clean Rooms & Specialty Laboratory Equipment. Primary responsibilities include; technical in-house resource for internal and external Customers, high level financial analysis of certification and repair projects to ensure profitability, productivity and pricing are aligned with business goals, conduct technical review for all service delivery related issues and provide high level guidance to DSM and ADSMs for CECS Technician Development Opportunities in Bethlehem.

This is a dynamic position requiring keen understanding of CECS service offerings and Customer equipment. This position is responsible for being an extension of the CECS Operations Team with a focus on Technical expertise supporting requests for quoting, template requests, QA Report issue resolution, profitability analysis and Observation Report processing.

Initiate technical, onsite, as well as over-the-telephone Job scope, evaluation and troubleshooting with Customers, technicians, engineering vendors, in-house facilities maintenance and manufacture representatives. Utilize this knowledge to quote established scope of work in a timely manner to ensure assigned Customers are given the highest level of service while developing further opportunities at Customer sites.

Responsibilities

CUSTOMER FOCUS

• 1-Work to maintain and increase quoting speed and accuracy by utilizing experience as a Certification Tech to complete highly technical quotations that cannot be quoted by service management or Customer service. Responsible for accurately determining required resources; manpower, parts and equipment, to ensure profitability targets are met. 25%
• 2- Provide Customer and technician support by determining and/or identify the necessary parts to resolve malfunctioning equipment. Provides advanced Technical Support to Customers and Technicians to resolve urgent equipment issues in the field. Enable work to be completed as scheduled, minizing second visits and increasing profitability. 10%
• 3- Nonconformance Resolution: review/investigate Observations Reports & Clean Room Report Issues; leverage technical experience and use 8 step methodology to develop a corrective action for the Customer as well as develop and implement process improvements to reduce technician errors and reduce Customer complaints. Incumbent will be responsible for communicating resolution to Customer to ensure actions are in line with Customer’s quality process. 25%

OPERATIONAL DUTIES

• 4- Conduct daily review of technician performance against established KPIs for targeted accounts to drive productivity and Customer profitability. Identify and investigate underperforming projects using 8 step methodology to identify the root cause and make accurate recommendations to eliminate recurrence. Develop and implement process improvements with ADSM and involved Technician to reduce errors and drive productivity. Review Notification Matrix and Backlog 20%
• 5-Utilize technical knowledge and tools to scope requested work for scheduling. Perform scoping work as back up for Scheduling Dept. Leverage Customer and technical knowledge to maximize scheduling capacity by optimally allocating Manpower and equipment to projects, create project plans. 10%
• 6-Assist in the development of strategic plans for operational and growth activities. 5%
• 7-Continue to be active in the field as need based off current work load and field supervisory requirements dictate. 5%

Note: All percentages are determined on the approximate annual percentages of time spent. Any individual day will see these percentages vary depending on Customer or Employee needs.

Skills

• Strong customer service skills with a focus on client satisfaction.
• Minimum 5 years field service experience in a certification environment
• Minimum 5 years of demonstrated technical ability to efficiently coordinate project teams
• Minimum 5 years of proven front-line Customer facing experience
• Knowledge of controlled environment testing and familiar with industry standards such as USP 797, USP 800, NSF 49, CAG documents and ISO 14644 required.
• Proficient in data entry with excellent attention to detail.
• Ability to analyze and interpret Data within CECS Systems to effectively asses and investigate Service Technicians performance.
• Knowledge of FDA or GMP/GLP regulations for medical or pharmaceutical equipment preferred.
• Excellent written, verbal and analytical skills; with a demonstrated ability to work as part of a team and interact effectively across all levels of the organization as well as with Customers.
• Strong organizational skills and the ability to multitask effectively.
• Have held professional certifications for both NSF 49 and RCCP preferred

Join us as a Support Specialist where your contributions will make a meaningful impact on our clients' experiences!

Job Type: Full-time

Pay: From $80,000.00 per year

Shift:

• 8 hour shift
• Day shift

Ability to Commute:

• Bethlehem, PA 18017 (Preferred)

Ability to Relocate:

• Bethlehem, PA 18017: Relocate before starting work (Required)

Work Location: In person

Salary : $80,000