PstrongJob Summary /strong /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/ppstrongKey Accountabilities /strong /pp•strong Resolve Escalated Technical Issues: /strongAddress and manage technical problems escalated from the field to ensure prompt resolution. /ppstrong• Ensure Performance and Continuous Improvement: /strongBe 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• strongTrain Field Service Engineers (FSE): /strongKeep the FSEs trained on the assigned instrument platforms to ensure they are equipped with the latest knowledge and skills. /ppstrong• Provide Technical Support: /strongOffer telematic, voice, or on-site support to FSEs for technical troubleshooting and guidance. As well, provide technical support to the assigned customers /pp• strongMaintain Technical Documentation: /strongEnsure that all necessary and up-to-date technical documentation for assigned platforms is available and accessible to FSEs. /pp• strongLiaise with Manufacturers: /strongMaintain regular communication with the instrument manufacturers, escalating issues and following up on improvements. /pp• strongOversee Service Operations and Supervise Unit /strongs: Supervise the operations of assigned units and review service performance with the Business Unit. /pp• strongDefine Spare Parts and Stock Requirements: /strong Define appropriate stock levels in the warehouse and for car stock to ensure repairs are completed within the committed timelines. /pp• strongGenerate Performance Reports: /strong Regularly generate and review reports on the quantitative and qualitative performance of service operations for assigned platforms. /ppstrong• Refield Instruments and Test Modules: /strong Refurbish and test instruments and modules in the workshop to ensure they meet operational standards before deployment. /ppbr/ppstrongNetworking/Key relationships /strong /ppOther roles within service: Service Specialist Manager, Service Area Manager, Service Director, Helpline, Field Service Engineer, Supply Chain. /ppbr/ppstrongMinimum Knowledge Experience required for the position: /strong /ppstrongEducation: /strongRelevant technical background, such as Industrial, Electronic, Informatics, Telecommunications Engineering, or similar fields. /ppstrongExperience: /strongExperience in technical service support. /ppstrongAdditional Skills/Knowledge: /strong /pp•em Good interpersonal skills /em: Strong predisposition and enthusiasm for creating highly collaborative working relationships and fostering team building. /pp• emAdaptability: /emMust be adaptable and flexible in work assignments and situations. /ppbr/ppstrongSkills Capabilities: /strong /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/ppstrongTravel requirements: /strong /pp•20% of time /p