Technical service specialist

Job Summary

Overseeing the service of assigned instrument platforms and ensuring the proper functioning of services in this area. The Technical Service Specialist will be part of a team of technical experts, providing essential technical knowledge to support customers and field staff with high-quality service.

Key Accountabilities

• Resolve Escalated Technical Issues :

Address and manage technical problems escalated from the field to ensure prompt resolution.

Be accountable for the performance and continuous improvement of service for assigned instruments, meeting key metrics such as First Time Fix rate, IFR, response time under 24 hours, and cost efficiency.

Keep the FSEs trained on the assigned instrument platforms to ensure they are equipped with the latest knowledge and skills.

Offer telematic, voice, or on-site support to FSEs for technical troubleshooting and guidance. As well, provide technical support to the assigned customers

Ensure that all necessary and up-to-date technical documentation for assigned platforms is available and accessible to FSEs.

Maintain regular communication with the instrument manufacturers, escalating issues and following up on improvements.

Networking / Key relationships

Other roles within service : Service Specialist Manager, Service Area Manager, Service Director, Helpline, Field Service Engineer, Supply Chain.

Minimum Knowledge & Experience required for the position :

Education :

Relevant technical background, such as Industrial, Electronic, Informatics, Telecommunications Engineering, or similar fields. Experience :

Experience in technical service support. Additional Skills / Knowledge :

Must be adaptable and flexible in work assignments and situations.

Skills & Capabilities :

Travel requirements :