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. • Ensure Performance and Continuous Improvement:
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. •
Train Field Service Engineers (FSE):
Keep the FSEs trained on the assigned instrument platforms to ensure they are equipped with the latest knowledge and skills. • Provide Technical Support:
Offer telematic, voice, or on-site support to FSEs for technical troubleshooting and guidance. As well, provide technical support to the assigned customers •
Maintain Technical Documentation:
Ensure that all necessary and up-to-date technical documentation for assigned platforms is available and accessible to FSEs. •
Liaise with Manufacturers:
Maintain regular communication with the instrument manufacturers, escalating issues and following up on improvements. •
Oversee Service Operations and Supervise Unit s: Supervise the operations of assigned units and review service performance with the Business Unit. •
Define Spare Parts and Stock Requirements:
Define appropriate stock levels in the warehouse and for car stock to ensure repairs are completed within the committed timelines. •
Generate Performance Reports:
Regularly generate and review reports on the quantitative and qualitative performance of service operations for assigned platforms. • Refield Instruments and Test Modules:
Refurbish and test instruments and modules in the workshop to ensure they meet operational standards before deployment.
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: • Good interpersonal skills: Strong predisposition and enthusiasm for creating highly collaborative working relationships and fostering team building. • Adaptability: Must be adaptable and adaptable in work assignments and situations.
Skills & Capabilities: •Fluent in verbal, written, and presentation skills. •Information systems. •Impact and influencing. •Leadership. •Analytical and technical skills. •Team building. •Strong motivational and interpersonal skills. •Creative thinking. •Interpreting data. •Problem-solving. •Interpersonal skills.
Travel requirements: •20% of time