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