PbJob Summary /b /ppOverseeing 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. /ppbr/ppbKey Accountabilities /b /pp•b Resolve Escalated Technical Issues: /bAddress and manage technical problems escalated from the field to ensure prompt resolution. /ppb• Ensure Performance and Continuous Improvement: /bBe 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• bTrain Field Service Engineers (FSE): /bKeep the FSEs trained on the assigned instrument platforms to ensure they are equipped with the latest knowledge and skills. /ppb• Provide Technical Support: /bOffer telematic, voice, or on-site support to FSEs for technical troubleshooting and guidance. As well, provide technical support to the assigned customers /pp• bMaintain Technical Documentation: /bEnsure that all necessary and up-to-date technical documentation for assigned platforms is available and accessible to FSEs. /pp• bLiaise with Manufacturers: /bMaintain regular communication with the instrument manufacturers, escalating issues and following up on improvements. /pp• bOversee Service Operations and Supervise Unit /bs: Supervise the operations of assigned units and review service performance with the Business Unit. /pp• bDefine 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• bGenerate 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. /ppbr/ppbNetworking/Key relationships /b /ppOther roles within service: Service Specialist Manager, Service Area Manager, Service Director, Helpline, Field Service Engineer, Supply Chain. /ppbr/ppbMinimum Knowledge Experience required for the position: /b /ppbEducation: /bRelevant technical background, such as Industrial, Electronic, Informatics, Telecommunications Engineering, or similar fields. /ppbExperience: /bExperience in technical service support. /ppbAdditional Skills/Knowledge: /b /pp• Good interpersonal skills: Strong predisposition and enthusiasm for creating highly collaborative working relationships and fostering team building. /pp• Adaptability: Must be adaptable and flexible in work assignments and situations. /ppbr/ppbSkills 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. /ppbr/ppbTravel requirements: /b /pp•20% of time /p