Overview
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.
Responsibilities
Key Accountabilities
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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.
Qualifications
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 versátil 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
If you are interested in constantly learning and being challenged on a daily basis, we encourage you to submit your resume or CV. Werfen appreciates and values diversity. We are an Equal Opportunity/Affirmative Action Employer