What are the responsibilities and job description for the Service Support Specialist position at VALIDATION ASSOCIATES LLC?
Daily Responsibilities/Job Description: Assist all site-based personnel and customers with the following:
- Compile and assemble program governance documentation per agreed cadence, in preparation for review with customer.
- Documentation may include instrument inventory list, program financials, KPIs/metrics, etc.
- Ad Hoc reports.
- Open Work Orders for repairs and planned maintenance on behalf of scientists.
- Assist all site-based personnel, internal back office staff and customers to ensure instrument inventory integrity within the data base
- 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
- 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.
- 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.
- Highschool diploma required (Associate degree preferred)
- 1 year of experience in inventory management, handling scientific instruments
- General lab equipment; fridges, freezers, incubators, BSCs, MiliQs etc. As previously expressed, Glass Wash / Autoclave Service is far less of a priority or need here, I would rather increase/ improve the other capabilities of General Lab Services.
- Occasionally operates a computer and other office machinery, such as a calculator, copy machine, and computer printers
Salary : $20 - $22
