Job Overview
Job Summary:
We are seeking a Service Solutions Specialist to provide instrument service and support to our clients in the designated area. Key responsibilities include installation, de-installation, preventive maintenance, instrument failure diagnostics and repair, initial operator training, and modification/upgrades.
The successful candidate will manage workflow, client interfacing, and reporting tasks using established processes, programs, and systems.
They will communicate and interact with other departments and team members to ensure best customer experience, smooth workflow, and proper incident reporting.
Key Accountabilities:
* Plan, execute, and report on service calls with precision and timeliness.
* Manage and control inventory of repair parts for efficient use and cost optimization.
* Oversee tool and diagnostic equipment usage and maintenance.
* Adhere to established processes, directives, and ethical standards.
* Collaborate with Sales and Marketing teams for enhanced customer satisfaction and business synergy.
* Operate independently while escalating issues affecting customer expectations and product quality assurance.
* Communicate clearly and assertively with customers and colleagues to foster transparency and trust.
Networking/Key relationships:
Maintain proactive relationships with fellow specialists, Help Line, Area Manager, Sales reps, Technical Service Specialists, Product Line Application/Sales Managers, Front and Back-office members, logistic coordinators, and Clients.
Qualifications:
Minimum Knowledge & Experience required:
* Bachelor's degree or equivalent technical qualifications in electrical/mechanical engineering or physical sciences.
* 2-5 years of work experience in a service or technical department of high-end Life Sciences or medical capital equipment.
* Data analytic skills, Excel, pivot tables, and working knowledge of troubleshooting electrical circuits, computer hardware, and pneumatics.
* Fluent reading and writing English and basic technical conversation skills.
* Fluent Spanish language speaking and understanding.
* Valid driver license.
Skills & Capabilities:
The ideal candidate will exhibit interest and affinity for technical activities, be curious, systematic, and able to empathize with customer needs.
Travel requirements:
Up to 80% of time.
Individual Contributor Core Competencies:
Managing Work: Effectively managing time and resources for efficient work completion.
Emotional Intelligence Essentials: Establishing trusting relationships through accurate emotion perception and interpretation.
Building Partnerships: Developing and leveraging relationships within and across work groups.
Decision Making: Identifying problems and opportunities, choosing the best course of action, and taking timely decisions.
Continuous Improvement: Originating actions to improve existing conditions and processes.
Continuous Learning: Actively identifying new areas for learning, creating learning opportunities, and applying newly gained knowledge.