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 flexible 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
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