Service Support Specialist

Job Description

Job Description

Daily Responsibilities / Job Description :

Asset Onboarding :

Coordinate the delivery and installation of Client purchased instruments with the Original Equipment Manufacturer (OEM) at local and remote Client sites.

Coordinate the transportation of instruments to the Client lab site, including safe de-crating to prevent instrument damage.

Updates data records to ensure complete and accurate visibility to instrument delivery and installation data.

Collaborate with Client Capital Asset Stewards to ensure accurate instrument tagging.

Coordinate the removal as well as transfer of assets to and from Client sites.

Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment

May be required to travel to other client sites for training and meetings

Communication :

Open Work Orders for repairs and planned maintenance on behalf of scientists.

General communication / escalation with customers regarding the OneSource program.

Be the main interface to the customer site on behalf of the OneSource program.

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 customers 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.

Qualifications / years of experience :

Associates degree OR High School Diploma or equivalent with 2 years of experience in Inventory Management

Must Haves :

Strong data analytics and reporting skills

Project Management experience

General knowledge of lab instruments

Ability to work both independently and in a team environment.

Effective written and verbal communication skills.

Strong multi-tasking and organizational skills.

Demonstrated experience and proficiency in use of SAP systems and MS Office Suite.