What are the responsibilities and job description for the Service Support Specialist position at Milestone Inc.?
About the Company :
Milestone's innovative solutions have been developed for laboratories around the world performing sample preparation, with the aim of helping them, by offering an integrated solution able to render their activity easier, faster and safer. With over 50 patents and 20,000 systems globally we are a market leader committed to providing the scientific and industrial communities with the highest quality instrumentation.
About the Role
We are seeking an experienced Service Support Specialist to provide technical and application support for our microwave digestion products, mercury analyzers, and clean chemistry solutions. This role requires strong troubleshooting abilities and a customer-focused approach to resolve client issues efficiently. The ideal candidate is skilled in electromechanical repair, analytical instrumentation maintenance, and remote support.
Responsibilities :
- Client Support : Utilize outstanding communication skills to provide remote technical support (troubleshooting) for client issues via phone and email. Coordinate with the Service Manager and Milestone partners to resolve escalated issues.
- Dispatch : Create and dispatch all reactive work orders as necessary, provide quotations for non-contract work orders, and ensure timely service and client communication by field team.
- Documentation : Adhere to standard operating procedures (SOP) for issue escalation, maintain detailed records of service interactions, and update documentation in SharePoint. Develop training materials and SOPs to enhance team efficiency.
- General Support : Serve as backup support for the Service Coordinator and Service Manager, assisting with work order dispatching, instrument registration, and part order processing
Requirements :
Preferred Requirements
Benefits Milestone will offer you :
