What are the responsibilities and job description for the Service Support Specialist position at VALIDATION ASSOCIATES LLC?
Position Overview :
Compile and assemble program governance documentation per agreed cadence, in preparation for review with customer. Documentation may include instrument inventory list, program financials, KPI’s / metrics, etc.
Ad Hoc reports.
Open Work Orders for repairs and planned maintenance on behalf of scientists.
General communication / escalation with customers regarding the OneSource program
Instrument Inventory Integrity :
Conduct instrument inventory sweeps of all instruments on an as-needed basis.
Conduct spot checks of instrument inventory.
Identify changes to instrument inventory, work with department staff and customers to document changes and compile change control documentation (ex. : instrument manufacturer, model, serial number, location, owner, etc.).
Provide timely information to Workflow Specialists, through the change control process, to update the SAP data base due to instrument inventory changes (ARC process)
Conduct additional lab support activities as agreed upon by departmental leadership and PKI.
Ensure PM schedules are met and all work orders schedule with appropriate service delivery team
Communication :
Ability to articulate with technically oriented people, quickly establish rapport, gain their confidence, respect and trust.
Communicate timely program information internally discuss troubleshooting / repair situations with customers, in a professional, cost-effective manner, utilizing poise, tact and diplomacy to obtain cooperation and results.
Escalate problems to manager or the appropriate program leader or customer program contact for strategy development and participation as appropriate.
Follow up to ensure that all questions / requests / customer commitments are responded to or resolved to the customer’s satisfaction.
Escorting :
Meet OEM or TPV service engineers at customer points of entry, confirm reason for site visit.
Verify required customer health and safety requirements for site entry have been completed by engineer.
Escort the engineer to the equipment location and hand off to customer equipment owner / user.
Upon completion of the service event, escort the engineer back to the customer entry point and obtain a copy of the service report prior to engineer departure.
Verify performance of maintenance or install and need for return visits.
Skills Overview :
Qualifications / years of experience :
Bachelor’s degree in Computer Science or related field with 1 year of technology industry experience
Or Associate’s degree in Computer Science or related field with 3 years of technology industry experience
Must Haves :
Experience with scientific instrumentation
Experience in Life Science environment
Technology Requirements :
Relevant technical experience including (but not limited to); Windows technologies including Microsoft Office, networking, remote computing and backup systems
Additional Requirements :
Must be able to remain in a stationary position more than 25% of the time
The person in this position needs to occasionally move inside and outside labs
Frequently operate on instruments, objects, tools or controls, which will require regularly bending, squatting, stretching and reaching in order to perform in a service function.
Regularly move or lift up to 25 pounds and occasionally move or lift up to 100 pounds
Specific vision abilities required by this position include without limitation, the ability to observe details at close range (within a few feet of the instrument), distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus in order to perform the essential service functions of this position.
Occasionally operates a computer and other office machinery, such as a calculator, copy machine, and computer printer
Success / Performance Metrics :
Soft Skills Needed :
Ability to articulate with technically oriented people, quickly establish rapport, gain their confidence, respect and trust
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