🚀 Technical Service Specialist

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 Units: 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