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