Pb Job Summary /b /pp 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. /p pb Key Accountabilities /b /pp•b Resolve Escalated Technical Issues: /b Address and manage technical problems escalated from the field to ensure prompt resolution. /ppb• Ensure Performance and Continuous Improvement: /b 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. /pp• b Train Field Service Engineers (FSE): /b Keep the FSEs trained on the assigned instrument platforms to ensure they are equipped with the latest knowledge and skills. /ppb• Provide Technical Support: /b Offer telematic, voice, or on-site support to FSEs for technical troubleshooting and guidance. As well, provide technical support to the assigned customers /pp• b Maintain Technical Documentation: /b Ensure that all necessary and up-to-date technical documentation for assigned platforms is available and accessible to FSEs. /pp• b Liaise with Manufacturers: /b Maintain regular communication with the instrument manufacturers, escalating issues and following up on improvements. /pp• b Oversee Service Operations and Supervise Unit /b s: Supervise the operations of assigned units and review service performance with the Business Unit. /pp• b Define Spare Parts and Stock Requirements: /b Define appropriate stock levels in the warehouse and for car stock to ensure repairs are completed within the committed timelines. /pp• b Generate Performance Reports: /b Regularly generate and review reports on the quantitative and qualitative performance of service operations for assigned platforms. /ppb• Refield Instruments and Test Modules: /b Refurbish and test instruments and modules in the workshop to ensure they meet operational standards before deployment. /p pb Networking/Key relationships /b /pp Other roles within service: Service Specialist Manager, Service Area Manager, Service Director, Helpline, Field Service Engineer, Supply Chain. /p pb Minimum Knowledge Experience required for the position: /b /ppb Education: /b Relevant technical background, such as Industrial, Electronic, Informatics, Telecommunications Engineering, or similar fields. /ppb Experience: /b Experience in technical service support. /ppb Additional Skills/Knowledge: /b /pp•em Good interpersonal skills /em : Strong predisposition and enthusiasm for creating highly collaborative working relationships and fostering team building. /pp• em Adaptability: /em Must be adaptable and flexible in work assignments and situations. /p pb Skills Capabilities: /b /pp•Fluent in verbal, written, and presentation skills. /pp•Information systems. /pp•Impact and influencing. /pp•Leadership. /pp•Analytical and technical skills. /pp•Team building. /pp•Strong motivational and interpersonal skills. /pp•Creative thinking. /pp•Interpreting data. /pp•Problem-solving. /pp•Interpersonal skills. /p pb Travel requirements: /b /pp•20% of time /p